Why WOMM as a business strategy?

Highly profitable: Very cost effective, delivers what customers want to listen to, gives users a massive competitive advantage in the market place and has the potential to grow exponentially.
Market driven: People love to talk. People believe trusted advisors over adverts by a ratio of 2000 to 1. People love to provide solutions to other people’s problems. They love to be seen as the person to go to for advice on who is the best to use for a product or service. If you solve people’s problems they will talk about you.
Customer retention: Price is not always the driver. Value is of much greater importance. E.g. ‘not only is the product or service good, but the product support, end user involvement, recognition of our issues and the tailor made solution is worth the extra we pay for it’.
Product customization: Customers love when their own ideas have been listened to and incorporated into a design solution. They feel as though they own the product or service and are keen to share their success with others.
Staff retention: People love working for a company where customers love the product or service, can easily identify that a difference is being made, where their input is asked for, used and respected. Happy staff = happy customers.
Customer preference: We all prefer to use products or services that have been recommended to us.
Problem solving: Who are the best people to resolve a problem with a product or service? The designers or those who use it every day? Customers prefer openness and honesty and respect when someone asks them for help. Why? Because it is in their own interest.
Business processes: With WOMM as a business strategy, business processes become more customer oriented rather than cost oriented. No company ever grew by just cutting costs. Product support becomes a marketing opportunity not just another cost centre. New product development involves customers; sales now includes moving customers from satisfied to raving fans; staff now have the authority to resolve customer issues quickly and see the results making a difference to the end user.

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