Create Word Of Mouth Champions To Grow Your Business

Does your company create word of mouth champions? A word of mouth champion is someone who champions your business and is very loyal because of your amazing customer service delivery, and quality product or service. These customers will promote and defend your company, because of the emotional bond they have with the company. They will be champions of the company, which is clearly good for business.


In addition to the company marketing efforts, you will gain many referrals from these loyal customers. These champions will also make it harder for the competition to compete because amazing customer service is rare, so now the competition will have to compete using other tools, such as price. This is a crucial point, as price is very easy to compete on, but superior customer service is not so easy for other  companies to duplicate. They would have to create new training programs, which takes time and money. Most companies will choose to compete on price, because its easier and cheaper. 


Now the key is how  to have your company create these word of mouth champions. The company will need to deliver exceptional customer service that really surprises the customer. This will not be easy, but can be achieved through a strong training program for all staff. Also, the company will need to recruit the right staff with great attitudes. The old saying, hire for attitude, train for  skill  is very true when it comes to creating a superior customer service culture within a company. In addition to the training and hiring, the staff will need to be given the proper authority and power to solve most issues. Having this needed authority will save the customer time, because then the staff do not have to consult the manager for every issue.


One way to create content  for the training is to study several successful companies, who consistently deliver great service, and find some basic ideas that can be implemented into your business.  Then you could put a few of these company success stories together, so staff could read and understand some success principles. The main thing is to have staff learn and remember the essence of what superior customer service is all about. Also, these stories will often be easier to remember than page after page of training materials and often will be more useful.


However, basic ideas still need to be put into the training program. One such principle, is to always have staff be solution oriented towards customers. Customers do not want to hear, that this is against policy, they would rather hear, "I will work on this issue for you and get it resolved" . Customers want solutions to problems, not staff just repeating company rules, that state this problem can not be solved.The training program could also focus on scenario based customer service examples, to allow staff to be creative in their solutions to deliver great customer service.  This will help staff develop creative solution ideas and create the habit of superior service.  


This training and hiring process will, over time produce many word of mouth champions, which will cause the business to become more profitable and will produce many smiling customers.