SBM 101: What to do When Someone Talks About Your Brand – The Positive

Small Business Marketing 101Let’s say you have spent a bunch of time developing your business and brand. At some point, people will talk and you need to have a plan in place for how to handle this (and how to increase how often they talk about you). Before I continue, there is a great book on this subject if you are interested called “Word of Mouth Marketing” (affiliate link) by Andy Sernovitz.

So what is your plan when your customers say nice things about you, your store or your products? Do you have ways for them to easily talk about you? When they talk about you and you know about it, what do you do with their quotes?

word of mouthHere are some issues to consider:

Have you made it easy for your customers to comment about your store? Consider adding a comments box in your store. Add a comments page to your website that is easy for your customers to use.

Do you make it easy for them to talk about you? When a customer has a great experience in your store, find ways for them to share the experience. This is where things like t-shirts, bumper stickers, buttons, business cards, bounce-back coupons, etc. really come in handy. The idea is simple – you need to find creative ways that can easily be shared and help start conversations.

Are you worth talking about? This is the big question to ask yourself. You want to be doing things that make your business unique and remarkable. You need to do things that matter to your customers. Whatever you choose to do must be different from what your competitors are doing.

If you are interested in learning about how one company has found significant ways to be remarkable, check out Tony Hsieh’s book, “Delivering Happiness” (amazon affiliate link). You can read my review of the book here.


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