Quote o’ the day!

“In many organizations, everyone likes to please upper management. In high-performing organizations, they focus on pleasing the customer. They don’t just want to satisfy their customers, they want to create raving fans: customers who are so excited about the way they are treated that they want to brag about you to everyone. In a sense, they become part of your sales force.”

— Ken Blanchard author of “The 20 Minute Manager”

Whether you call it customer evangelism or citizen marketing, our friend Ken hits the nail right on the head!



2 Responses to “Quote o’ the day!”

  1. 1 Katie May 24, 2007 at 8:09 pm

    It is an excellent strategy. The problem is that a lot of times customers see excellent service as fulfilling what they expect and will maybe mention being pleased to one or two other people. It is below par customer service that will spread like wild fire by word of mouth. So excellent customer care is a reputation twice as hard to achieve and about a million times more essential to success. I always found that pretty ironic.

  2. 2 Michael May 24, 2007 at 11:26 pm

    Excellent point Katie!

    Sadly it is the bad experiences that we hear about more often. The fact that it does take twice the effort to deliver excellent customer service to spreads word-of-mouth is one reason why it is so rare.

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Who am I ?

My name is Michael Morton. I believe in bringing energy and professionalism into the office, that knowledge is power, that leadership trumps management, that customers are more influential than advertisements, that content is king, and that two heads are better than one. I currently lead the marketing efforts of the Strategic Alliances department of my company. Let’s talk marketing!

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