How can you build more word-of-mouth advertising (口碑广告)? In other words, why would your customers want to talk to their friends about their experience of doing business with you?
When you perform your service or deliver your product competently (出色地), you are just doing what the customer expects. In order to increase the number of the customers who want to share their good experience with their friends, you must make your service impressive, going beyond what is expected.
Recently my daughter Dawn and I had lunch with my team members at the Campbell House. The food and service were truly excellent. My daughter asked for her leftovers (剩菜) to be packed. They were returned to her in aluminum foil (铝箔) shaped like a swan(天鹅). Guess what she talked about when she got home? How much more do you think it cost the Campbell House to produce that “Wow!” experience? Answer —not a cent!
Disneyland should be an inspiration to us all in providing a “Wow!” experience. What do people talk to their friends about when they come home? “You should have seen how clean that park was! With all of the people there, it’s unbelievable! There’s not even a gum wrapper on the ground!” Walt Disney understood that cleanliness is marketing.
小题1:According to the passage, customers would like to share their good experience with their friends if ______.
A．what they need is provided on time
B．the price of the service is low enough
C．the service is better than they expected
D．the after-sale service is good enough小题2:How did Dawn feel the moment she saw her packed leftovers?
A．Disappointed and angry.
B．Excited and crazy.
C．Worried and unhappy.
D．Surprised and pleased.小题3:By saying “Answer — not a cent!” the author seems to believe that ______.
A．it is always possible to satisfy all of the customers
B．sometimes it is easy to provide a good experience
C．most customers are easy to do business with
D．the service should be as cheap as possible
