How Often Do YOUR Customers Say WOW?
If you want to truly succeed in business long term you need to consistently over deliver.
You need to make your customers and clients say… WOW!
When you exceed customer expectations several wonderful thing happen in your business.
1. You reduce or even eliminate returns and refunds.
2. You increase the likelihood of repeat business and dramatically increase the lifetime value of each customer.
3. Your thrilled customers spread your marketing messages for you via word of mouth. (Which is the least expensive and most effective form of marketing you can employ.)
4. You receive an endless supply of fresh and powerful testimonials, making you better able to convert new and prospective customers.
So as you can see… By over delivering and “going for the WOW”, you improve all 3 of the main ways to improve your sales and profits, at the same time!
You boost lifetime value, you boost traffic (from word of mouth) and you boost conversion rates.
I’ve yet to find a “conversion booster” with more leverage than making your customers and clients say “Wow”!
Like everything else I write about on my blog, there is NO theory here… I practice what I preach and I NEVER recommend something that I’m not doing in my own business.
In fact, I was spurred to write this article because the last 4 clients I’ve done Conversion Booster Website Evaluation Videos for used the word “wow” in the first paragraph of their emails to me after watching the videos I sent them.
Here are snippets of a couple of the emails…
“Wow - thank you very much. I’ve gone through it twice and love the suggestions you’ve made.”
- Shola Oslo, http://www.metabolismsecrets.com/
“What else can I say but WOW! Fantastic stuff!! 13 pages of notes later, I can’t tell you what a relief it is to have someone who knows what they are talking about go through the site and point out what works, what doesn’t and then suggest changes. I had no idea that so many different elements like changing the background color or centering a sub-headline could make a difference to conversion rates.”
- Jill Brennan, http://www.greatloveletters.com/
“Eric - I just finished watching the videos. Wow! I am so incredibly impressed and rest assured I will be writing a glowing testimonial for you. It’s so rare to find internet marketers over-deliver the way you do. Powerful stuff. I can’t wait to start testing.”
- Mike Ramsey, http://www.sweatcure.com/
That’s the reaction I’m looking for! (And you should be too…)
(The emails I REALLY like are the “Holy Crap!” emails. Those usually come right AFTER my clients begin to implement and test the recommendation in my evaluations.)
Unfortunately, too often (particularly online) marketers over promise and under deliver. Their marketing messages are full of hype and exaggerated claims. And their products or services simply don’t deliver real value to the buyer.
This is a short sighted business model, which is doomed to failure. Sure, you can make a few quick bucks before word gets out. But, you cannot build a long term business based on empty promises.
A simple change in the way you think about what your “real” business is will dramatically change your ability to consistently over deliver.
To make this change, begin thinking about your business as a TESTIMONIAL FACTORY.
(No… I’m NOT telling you to begin “manufacturing” testimonials. Sheesh!)
Gear everything in your business, from your products themselves and your sales process, to your customer service and fulfillment activities, towards generating testimonials.
And when a new testimonial comes in, celebrate it as if it was a six figure sale! Pass it around the office (physical office OR virtual office), show it to your spouse, and just really make a big deal about every testimonial that arrives.
Before you make any major decision in your business, ask yourself… “How can this help us generate more testimonials?”
By asking yourself that question on a regular basis and by focusing your business building efforts on becoming a “testimonial factory”, you will be forced to begin consistently over delivering in every area.
…and you’re bound to get more WOWs!
Happy Testing!
Eric Graham
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March 30th, 2007 at 2:27 pm
Wow! With all those great testimonials, I can’t wait to get my website evaluation!
April 1st, 2007 at 9:21 am
[…] minamic wrote an interesting post today onHere’s a quick excerptIn fact, I was spurred to write this article because the last 4 clients I’ve done Conversion Booster Website Evaluation Videos for used the word “wow†in the first paragraph of their emails to me after watching the videos I sent them. … […]