Here’s my List of “9 Keys to Loyalty and Unlocking Word of Mouth.” What would you add to the list?

1. Focus on the Customer
The customer is your most lucrative marketing asset. Take care of the ones in hand, as opposed to the thousands in the bush.

2. Exceed Expectations
Have a surplus mindset and leverage surprise. Give more than expected.

3. Referrals are Key
Customers and employees gained through referrals are the most lucrative given lifetime value and word of mouth.

4. Social Media is Only Part of the Answer
Customers and employees are empowered to get the word out… your job is to give them something to say.

5. Experience is an Investment
Giving something extra isn’t an expense. Giving something extra bolsters your brand.

6. Think Commitment, Not Campaign
Think “lifetime value of customers + employees.” It’s something you do on an ongoing basis.

7. Think Convenience
It’s not about you as a brand. Want to drive advocacy and engagement? Think about the convenience of customers + employees first.

8. Think Value, Not Price
Compete on the value you provide. Price is relative. Go beyond $ and give that little extra.

9. Differentiate through Added Value
Aim to become talk-able by design. Create ongoing signature added value.

What would you add?

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Stan Phelps walks the walk. He stands out in the sea of sameness by modeling his own Differentiated Experience (DX) message: Differentiation isn’t just about what you say, it’s about what you do and, more importantly, how and why you do it. Stan leverages his unique collection of 5,000+ case studies on customer, employee, and brand experience to engage audiences with informative learning-based experiences. He believes purposeful DX wins the hearts of employees and customers, and differentiation ultimately boosts loyalty, retention, referrals, and results.

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