Are you creating CONsumers or PROsumers?

by Stan Phelps on May 30, 2010

in purple goldfish project

What are your customers talking about after leaving your business, logging off your website or hanging up the phone?

I have to thank Ted Coine (@tedcoine) for inspiring this post.  Earlier this week I retweeted Ted:


John Ernsberger (johnestella) of Stella Service stated that roughly 6 out of every 7 tweets he sees involving customer service are negative.  I’m not sure of the sample size on his assessment as they (whoever they are) say that 68% of statistics are made up on the spot.  Whether its 70, 80 or 90% I think its a generally accepted fact that the overwhelming majority of tweets involving customer service are negative.  This led me to the following question:

Based on their experience . . . Is Your Customer a CONsumer or a PROsumer?

I wrote a post late last year about Bonnie Raitt and her most famous tune, “Let’s Give’em Something to Talk About”.  The post looked at the strategy behind customer experience.  Specifically:

  • Who do we want talking?
  • What do we want them saying?
  • How can we add value?

Here is my take on how ‘marketing lagniappe’ addresses those issues:

  • The best marketing is 1st person word of mouth, i.e. your customers
  • Control the things you can control . . . how you treat your existing customers
  • Deliver value with your product or service and exceed customer expectations
  • Provide that ‘little signature something extra’ . . . a purple goldfish

Using a little artistic license (apologies Bonnie) on the song lyrics:

Let’s give them something to talk about
A little purple goldfish as they wonder out
Let’s give them something to talk, tweet, blog and Facebook about . . .

So – what are you doing to inspire positive word of mouth and mouse? Interested to hear your thoughts.

Today’s Lagniappe (a little something extra) – Thanks again Ted for inspiring this post.  If you are not following Ted on Twitter (@tedcoine) or his blog ‘Five Star Customer Service’ you are missing out.

ted coine

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The Purple Goldfish Project celebrates its 1st Birthday
November 28, 2010 at 10:22 am

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1 Ted Coine May 31, 2010 at 3:53 am

Stan, you are so right. Every time we interact with a customer, one of three things will happen: They’ll leave with 1. A positive impression; 2. No real impression at all; or 3. A negative one. Given that it’s simply human nature for us to “dish” about negative experiences far more than positive, can we really afford to EVER let them leave us with a neutral or (God forbid) negative impression? Especially in this new age of Social Media, my strong advice is to send ‘em home with a purple goldfish every time!
Ted Coine´s last blog ..Who Does It Serve?

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