Word-of-mouth starts with kindness. A customer, friend, prospect, employee...someone...is kind enough to recommend you and your business.
Want more word-of-mouth. Generate, inspire, incite, allow...make it to share, more kindness by those you touch with your business. More word-of-mouth is generated when you make it easy for people to be kind.
Kindness is inherent in all of us. Yes, I will state that unequivocally: Kindness is inherent in all of us. Unfortunately, we encounter too many obstacles of our, individually and collectively, making.
Remove those obstacles, make it easy, inspire people...to share our kindness with each other. Kathy Sierra suggested asking yourself if you allow your customers to celebrate when you’re not around. Do you give them a reason to celebrate themselves, with their peers?
Here's another way to define and answer that question. Do you make it easy for people to celebrate themselves, their higher self, their virtues of kindness and generosity? Do you make it easy to find and celebrate that common good inherent in all of us?
When you make it easy to give a referral, to speak well of your company for what you did to help them reach their goal, to WOW them, to bring a smile to their faces, to lighten their load...you inspire, allow, your customers to be kind. That’s a reason to celebrate themselves. You allow your customers, your employees, the proverbial ...us...to celebrate the good part of ourselves we don’t often find a chance, a reason, to celebrate anywhere else. That's unique. That makes you unique. That allows your customers to share in an unique way, what's shared by us all: kindness with the desire to help, to give.
I came to write this post from a simple act of kindness. A thank-you Tweet. (And no, I’m not calling it a twank-you.) A good friend of mine recently DM’d me this message on Twitter:
How’d he do it?
He started with a great blog post: 5 Ways to Network Like a Pro.
I say it’s great because it’s helpful for....me and reaching my goals. It’s well-organized, well-written. That’s helpful for...me and the time I need to reach my goals. I can read it quickly, assess its value, utilize the information immediately...for reaching my goals.
And he wrote this post as an act of generosity. Oh sure, it’s a business blog and the content is closely related to his business. But, it’s a blog post that’s available to anyone and everyone who reads it or who reads about it here. The information is available at no charge from his company. You don’t have to be a client or even a prospect to read and use these tips. You don’t even have to give an email or answer a survey. And anyone can talk about it, share it, critique it, add to it, expand on it.
All of that...is kind. And generous.
And his kindness inspired my very simple act to tweet about it, give a little word-of-mouth referral for people to read it:
That’s how word-of-mouth works. His display of kindness (his blog post) allowed, inspired, insiste on...kindness from me. I chose to a means unique to me, a Tweet and now a blog post, to recommend his post. And his Retweet inspired this post.
Now, we’re having a conversation. Now, we’re sharing it with you. That’s how word-of-mouth grows and becomes viral.
Ok, maybe not for this blog post. But ultimately, when word-of-mouth ‘goes viral’...it’s because people were inspired and allowed to share their better selves. You’ve allowed them their choice of how to share their inspiration to showcase their better selves to their community. And their community recognizes they share some of that common good, that higher self. And they get inspired to share some of that with their community, too. And around the world we can go.
Kindness. It's how word-of-mouth is spread. It's only up to you, me, us, to inspire it and allow it to spread.