Word of Mouth Tactics – Part 3

Last time we covered the second series of word of mouth tactics which will help you develop a system to shorten the purchasing decision time of your customers to exponentially increase your profits. Today we’re going to discuss the nine levels of word of mouth that gives you a tool to measure word of mouth circulating around your company, products and/or services. You will then be able identify where the negative or inferior word of mouth is coming from and develop ways to combat it. As we launch into the nine levels of word of mouth, it should go without saying that the negative levels are negative and the positive levels are positive.

Minus 4

This is the worst of the worst and basically means your product is creating a scandal. Remember when popular over-the-counter pain relievers like Tylenol were deemed unsafe? This is the kind of word of mouth that you definitely want to avoid at all costs.

Minus 3

Disgruntled customers are going out of their way to convince other consumers not to purchase your products and/or services. At this level your customers are boycotting you.

Minus 2

At this level, while your customers are not actively boycotting you, they are providing a poor review when asked about you.

Minus 1

Customers are mildly dissatisfied with your products and/or services at this level, and while they are not spreading the word about their dissatisfaction, they do offer their opinion when pressed. Despite their dissatisfaction, they still may purchase from you, which can be confusing.

Level 0

As indicated by the lack of number, this level is neutral. Customers are using your products, but they aren’t discussing them. People rarely ask them their opinion about the product and they aren’t going out of their way to share their experience. This should be a bit of a warning sign, as you want to avoid turning a neutral experience into a negative one. You need to focus your attention to turning this neutral position into a positive experience.

Plus 1

At this level we are finally starting to work our way into the positive realm of word of mouth about your company, products and/or services. Plus 1 signifies that people are generally pleased with your products, but really don’t make much of an effort to say anything about their experience unless they are asked.

Plus 2

At this level customers will rave about your products when asked.

Plus 3

When you get to this level, customers are going out of their way to share their experience with your products, services, and company in general. A prime example of this is when people recommend movies to their friends and family.

Plus 4

Now your product is the toast of the town. There is a positive buzz around your business and business is booming. Not only are people talking about your wonderful products and/or services, but they are eager to share their shopping experiences, your excellent customer service, and how they perceive your company will benefit them in the future. Some great examples of Plus 4 companies are:
  1. Lexus
  2. Harley Davidson
  3. Lululemon
  4. Tesla
  5. Apple
  6. Costco
We’re going to end this session here so you can spend some time thinking about what kind of word of mouth you are generating with your business. If you need help with this process, please don’t hesitate to reach out to me for guidance. Next time we’re going to look at the 30 ways to harness the power of word of mouth.

Education Template

PRODUCTIVITY COACHING

Your time management is crucial to the success of your life and business.  If you had more time, what would you do more of?  If you had more energy, how much more could you get done in a day?  We teach you how to manage your time and energy in such a way that you can gain as much as 40% of your time back into your life.  What kind of difference would that make for you?  If you need more time, reach out to us for a free consult.

EMPLOYEE ENGAGEMENT

If you could increase the productivity of your employees by as much as 40% would it change your profitability as a company? Engaged and happy employees are a crucial part of your company but most often employers don’t look at the financial impact this has on their organization. A healthy team makes a world of difference for you in your organization. If you have high turnover, internal bickering or clients who are complaining, call in a coach to assist with your employee engagement.

LEADERSHIP DEVELOPMENT

True leaders are hard to find in this day and age.  Could your leaders be better at leading?  Do you ever have communication breakdown within your organization?  We work with the business leaders, management and influencers inside your company.  We help inspire them to live true leadership in work and home.  If you have turnover in your company, or if you have fighting and bickering amongst your employees, pull in a coach to help uncover the problem and create positive relationships inside your company.

SALES COACHING

Sales results are the fastest way to turn around cash flow in your life and in your business. Too often sales people don’t know the key behaviors that they need to track in order to create the success they are after. There are two key areas that are crucial to sales success.

 

  • Generating leads
  • Converting the leads to customers

 

True sales results create more time and freedom in your life. As you track your sales behaviors, you will see momentum and your productivity increase. As your productivity ur pipeline will fill up.

MARKETING COACHING

Most business owners don’t know where their marketing dollars go. They don’t track the numbers. Sometimes it’s because they don’t have time, sometimes they just don’t know which numbers are crucial for their marketing success. We build a tool that contains the marketing metrics that are crucial for you and we track the results. After we have begun to track our results, we modify our strategies and tactics to match what marketing vehicles are the most successful. Your marketing should generate business for you. Through coaching, focus groups, customer surveys and employee questionnaires, we can assess where your brand is, where it should be compared to your competitors and your plan of action to get there.

LIFE COACHING

What is that one thing keeping you from going to the next level in your life? Do you know what it is? Most people don’t. They have tunnel vision. They don’t have clarity of the big picture. They don’t know what their life calling is. They know they want to leave a legacy that spans many decades of time, but they don’t know what they could do that would actually achieve this. All of these things keep us from our true destiny. In life coaching we look at the behavioral, emotional, mental and physical elements that are keeping you from going to the next level. We help you see your greatest faults, your biggest strengths and how you can leverage them to create momentum. Life coaching can create massive change in short periods of time and can sustain it through ongoing accountability.

 

If you’d like to learn more about our life coaching platform and how you could change the course of your life.

BUSINESS COACHING

What is truly holding your business back from going to the next level? Is it you? Is it your sales? Your processes? Your team? Your cash flow or profit?

 

Business Coaching helps you look at five key aspects of your business:

 

  • Business Development – marketing & sales. Learn what methods people are using to grow their business the fastest. Discover how to get real ROI on your marketing dollars. Learn how to sell without having to be a “salesman”.
  • Infrastructure – systems, processes and your team. Learn how to build the business to run itself. Learn how to use technology in ways that create more time or money for you. Learn how to build a solid team of people that want to work with you for life.
  • Production – where you provide the deliverables of your product or service. How can you do things bigger, better and faster for your customers? What things hold you back from a true customer experience?
  • Customer Service – Finding the right customers and keeping them
  • Metrics – What numbers tell you the most about how your business is being successful? What numbers give you clarity on potential risks?

 

Business coaches know the questions to ask to find the metrics that are important to you. They can help you find risks. They help you see problems. They know how to take a business to the next level. They can help you find how you are getting in the way of your own business. They help you see what you don’t know even when you don’t know it. They see the common patterns that we all make in our businesses. Not only are they aware of the greatest things holding you back, they know how to create action that will create lasting and sustainable results.

 

A good business coach should be able to pay for themselves within 6 months of you hiring them.