Jackie Huba writes that “when customers feel they are being listened to by companies, they spread positive (and unsolicited) word of mouth.” And Jackie then cites new research from Communispace, which supports that theory.
Now I’m going to move from theory and into practice: I recently tried and endorsed Skylook, a Skype-certified software plug-in for Microsoft Outlook. The software integrates the Skype VOIP service with Outlook and enables one-click recording and MP3-conversion of Skype-to-Skype and Skype-In/Out calls. The CEO, Jeremy Hague, listened to AttentionMax and then Skyped me to thank me for my feedback. He cared and that said a lot.
I had an issue with Skylook this week relating to the recent crashing and re-building of my brand new Thinkpad. I Skyped Jeremy and he listened to my problem on the spot, diagnosed it and set me up with his colleague who had my issue fixed within hours.
Finally, Jeremy then offered this discount code for all readers of AttentionMax: SKYPALS06. It will get you 20 percent off any Skylook license if redeemed by the end of June 2006.
So here’s a shout-out and some unsolicited word of mouth for Jeremy and Paul from Skylook. I endorse Skylook – the product and the customer service. Try it out…it’s nifty.
So listen up marketers! If you listen to your customers and acknowledge them, they’ll be more likely to spread positive buzz.