Several weeks ago in the H-HOP Scrum I produce for the PetLynx team, Sheena, told the story of her experience with the corner garage in her neighborhood. She didn't have time to go to Canadian Tire or Walmart, but needed to have her winter tires removed and her summer tires installed. I'll let her tell the rest of the story.
"The garage called me just a few hours after I dropped my car off, to tell me the car was ready. I was surprised by the call, but walked over to the garage, paid my bill and drove my car home. Upon further inspection I noticed they had cleaned not only the tires they removed but also washed the whole car. I was amazed, but even more so when they called several days later to ask if everything was okay and wondered if I would come by so they could check the wheel nuts. I don't think I have every had such a positive experience as this since I first owned a car."
The start of every relationship is an experience. Yet many of those involved in the marketing haven't really examined the experience they are providing their clients or the ways they can add that experience to their 'resume of goodwill'. What a shame. There are so many ways online technology can be leveraged to create a pleasing experience and extend the conversations that will build client relationships.
Imagine if Sheena had the opportunity to tell her story online so other clients and prospective clients could develop a feeling of goodwill toward this garage. Online testimonials are important ways that brand managers can build trust for their brand and let clients become the 'mavens' for their products and services.
How could you add testimonials to your online presence using existing technologies like emails, your blog, Facebook or Twitter?
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