The Conversation Company: Boost Your Business Through Culture, People and Social Media by Steven Van Belleghem

Author:Steven Van Belleghem [Belleghem, Steven Van]
Language: eng
Format: mobi
Publisher: Kogan Page
Published: 2012-05-02T14:00:00+00:00

Your company does less than it promised. It has not been able to do the things it said it would do. The customer is understandably disappointed. This is a possible reason for a negative conversation.

Your company does exactly what it promised. You have done exactly what you said you would do, no more and no less. This will satisfy the customer, but he or she is unlikely to give you 10 out of 10. The resulting conversations will tend to be limited.

Your company does slightly more than it promised. You do more than you said you would do, perhaps quicker than promised or with a super-friendly attitude. This will result in a 10 out of 10 score – and plenty of positive conversations. And it doesn’t take much extra to get this maximum, examples are: sending a document more promptly than you said, the use of clever packaging (Apple), the washing of a car during its maintenance check-up, serving an extra hors d’oeuvre that wasn’t on the menu, solving problems with a smile…

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