It’s been awhile since I posted my last WOW experience. It didn’t happen to me, but I will relay a co-worker’s experience where she was blown away by how the encounter came together.
It all started in late July 2009. Sarah was excited her boyfriend had reserved a room at the Biltmore Hotel in Los Angeles and decided to share her reaction with her followers. What ensued was a masterful Web 2.0 business interaction which ended in a marriage proposal.
Because @BiltmoreLA was monitoring the conversation on Twitter, and in less than three tweets they had given Sarah a “WOW” experience. How much time did it take? 3 minutes – to gain a customer for life. Plus, Sarah has been promoting the experience since her return.
@BiltmoreLA cleverly continued to subtly promote themselves while focusing on their customer. Each of these responses is micro-building their brand. The Biltmore became part of Sarah’s story and was not an overt advertisement for the hotel. Masterful, smart and a lot of lessons to be learned for large and small businesses here.
To end this near perfect experience, on Saturday, September 26 Jason (Sarah’s fiancé) popped the question over (literally) a delectable red velvet cake; and YES she said YES.
The lesson for businesses here is that you don’t need to spend a lot of money in advertising in order to become part of your customer’s story. Visibly help and provide perks to tuned in followers and watch your business grow. Viewers are much more likely to believe their friends and people they respect then your press releases and advertising.
Leverage free media and connect with your customers. Respond quickly and engage your customers or prospective customers in a conversation that educates them to your product or service. Become part of their story (ideally the hero).
So, what are you waiting for? Go do it.
(Cross-posted @ Seek Omega)