6 Simple Ways to Get Your Customers Talking

6 Simple Ways to Get Your Customers Talking written by John Jantsch read more at Duct Tape Marketing

Word of mouth marketing is considered by many to be the most desired form of marketing. The trust, referrals, and overall brand-building buzz that’s garnered by customers spreading the good word to prospects are worth its weight in gold. Some products, services, and experiences naturally produce chatter, but there are certain things that any company can do to stimulate word of mouth and cash in on the buzz.

Here are six ways to get your customers talking about you and your organization:

1) Ask them – The best word of mouth starts with “word of listen.” Call your customers up and ask them why they buy, why they stick around, and why they tell their friends about you. You might be a bit surprised by their answers. Hint: it’s usually not the stuff you have in your new marketing brochure. You stand a far greater chance of attracting the right customers and the right buzz if you really understand what your current customers value about doing business with you. This goes for online and social media listening as well – what are they saying in Slack channels, blog comments, on LinkedIn, or Twitter?

2) Teach them – Sometimes great word of mouth just happens, but sometimes you’ve got to help it along. One way to do this is to make sure you are teaching your customers how to spot an ideal client, what a prospect in need might say when looking for your products, and how to properly and concisely describe how your company is different. Of course, in today’s hyper-social media world you should also be teaching your happiest customers how to write reviews on Yelp, Google My Business, Facebook Ratings and Reviews, Insider Pages, and CitySearch-type rating sites.

3) Star them – Letting a customer testimonial or success story go uncaptured or untold is downright criminal in WOM circles. Today you can easily record customer testimonials on an iPhone or Android or you can start doing video interviews over Zoom to record their success stories. These “real life” bits of content are gold and turn your featured customers into talking referral billboards for your brand. Want to take this idea up a notch? Hold a customer party and film a dozen or so at one time in a great atmosphere – this alone will get your customers talking.

4) Include them – People like to be asked what they think, it’s just human nature, but it’s also a great way to get some sound advice. Create a round table discussion group made up of select customers and charge them with advising you once a quarter or so on new marketing and business initiatives. (Reward them for this in some way as well.) This can include advising on everything from a product extension to the look and feel of your website redesign. Members of your marketing round table will become natural ambassadors for the brand. (You can do this with simple video chat meetings – Zoom or GoogleMeet)

5) Video them – People are more likely to respond t0 a personalized video over a generic one any day. People’s email inboxes and newsfeeds are flooded with businesses trying to sell to them so much so that it’s hard to stand out in all of the noise today. One-to-one video is a highly effective way to stand out in the crowd. You can use a tool like Loom to send a prospect a quick personalized message about something you saw on their website, invite a lead to sign up for an event you’re having that you think would be valuable to them, or follow up with a potential client with a personalized video instead of an email.

6) Surprise them – I like to think I saved the best for last – few things get people talking faster than surprising them. This can include doing something that was out of the blue and much appreciated to just giving them more than they bargained for. I remember a PR firm that was pitching me some business and the account rep showed up to meet with an apple pie (I’m still talking about it.) I once worked with a financial planner that hired a mobile auto detail firm to detail his customer’s cars during their annual review – that created some buzz.

The bottom line of course is that you’ve got to do good work, do something that somebody appreciates, and create an experience worth talking about, but then, prime the pump and leverage all that greatness.

Nearly a dozen major tech firms can trace their roots to PayPal. From Palantir to Tesla, here are the companies launched by members of the ‘PayPal Mafia.’

Peter Thiel
Peter Thiel, left, and Elon Musk.

  • Early employees of payments company PayPal went on to create nearly a dozen major tech startups after leaving the company.
  • The PayPal Mafia, as its early employees came to be known, were directly responsible for Tesla, SpaceX, LinkedIn, Yelp, and more. 
  • The latest company with PayPal roots to make a major splash is Palantir, the big data company that went public on the New York Stock Exchange in October. 
  • Visit Business Insider’s homepage for more stories.

Without PayPal, there may not have been Palantir. Or YouTube. Or SpaceX, LinkedIn, and Yelp. 

The payments company – launched as Confinity in 1998 by Peter Thiel, Max Levchin, and Luke Nosek – grew to become a Silicon Valley giant. It was acquired by eBay in 2002 for $1.5 billion in a deal that altered Silicon Valley history and helped spawn the careers of some of tech’s most famous names.

The PayPal Mafia, as its early employees came to be known, have gone on to become venture capitalists, tech founders, and even a US ambassador

Here are the tech companies that may not have gotten their start without the success of PayPal. 

Secretive data company Palantir was founded in part by Peter Thiel, PayPal’s cofounder.

NEW YORK, NY - NOVEMBER 01: Peter Thiel, Partner, Founders Fund, speaks at the New York Times DealBook conference on November 1, 2018 in New York City.
Peter Thiel.

When it was founded: 2003

What it does: Palantir creates software that manages and analyzes data. Its software helps other companies and agencies like law enforcement find patterns in large swaths of data.

How it’s related to PayPal: Thiel founded Palantir after PayPal’s sale to eBay, and the idea for the company was born out of Thiel’s experience dealing with credit card fraud at PayPal. 

Joe Lonsdale, who worked as a finance intern at PayPal while still in college at Stanford University, is also a Palantir cofounder. 

Affirm was launched by Max Levchin, a PayPal cofounder.

Max Levchin

When it was founded: 2013

What it does: Affirm offers instant lines of credit to customers shopping online, allowing them to buy a product and pay for it over time. The company raised a $500 million Series G round last month.

How it’s related to PayPal: Affirm is the brainchild of Max Levchin, one of the original PayPal founders. The company launched out of Levchin’s startup incubator, HVF — Levchin took over as CEO in 2014.

Levchin founded the company along with a team that includes Nathan Gettings, who also cofounded Palantir. 

Fertility tracking company Glow was also born out of Levchin’s startup incubator.

Max Levchin

When it was founded: 2013

What it does: Glow makes a family of apps that use data science to help track periods, ovulation, fertility, pregnancy, and children’s’ growth. 

How it’s related to PayPal: Glow was also founded in Levchin’s HVF startup incubator, and Levchin now serves as executive chairman. 

YouTube’s founders worked together at PayPal during the early days.

YouTube founders
YouTube founders Steve Chen, left, and Chad Hurley.

When it was founded: 2005

What it does: YouTube is a platform for hosting and sharing videos. It was sold to Google in November 2006.

How it’s related to PayPal: Founders Steve Chen, Chad Hurley, and Jawed Karim were all early employees at PayPal.

When PayPal sold to eBay for $1.5 billion, it sparked a “healthy competition” among the company’s alumni, early YouTube investor Roelof Botha told Business Insider earlier this year. When it came time for YouTube to sell, the team intentionally chose a price of $1.65 billion — 10% more than what eBay sold for. 

Elon Musk founded SpaceX after working at PayPal.

Elon Musk SpaceX Space X
Elon Musk.

When it was founded: 2002

What it does: The goal of SpaceX, short for Space Exploration Technologies, is to make space flight cheaper and eventually colonize Mars. 

How it’s related to PayPal: In 1999, Musk launched an online banking company called X.com. That company merged with Thiel’s Confinity in 2000, then became PayPal in 2001. Musk was briefly PayPal CEO before being replaced by Thiel. But when PayPal sold, Musk netted $165 million from the deal, which he used to start SpaceX. 

Musk was an early investor in and cofounder of Tesla.

Tesla Motors CEO Elon Musk introduces the falcon wing door on the Model X electric sports utility vehicles during a presentation in Fremont..JPG
Elon Musk.

When it was founded: 2003

What it does: Tesla manufactures electric vehicles, batteries, and solar panels. 

How it’s related to PayPal: Musk was an early Tesla investor and cofounder. He became CEO in 2008

Musk launched The Boring Company after becoming irritated by Los Angeles traffic.

Boring Company Hawthorne tunnel
The Boring Company’s Hawthorne Tunnel.

When it was founded: 2016

What it does: The Boring Company builds underground tunnels with the intention of housing high-speed transit systems to reduce traffic in cities. 

How it’s related to PayPal: Musk initially proposed The Boring Company in a white paper in 2013 and launched the company three years later. 

Musk also created OpenAI and Neuralink.

Elon Musk

When they were founded: 2015 and 2016, respectively

What it does: OpenAI is an artificial intelligence research lab, while Neuralink’s goal is to make computers that can be implanted in people’s brains.

How it’s related to PayPal: Musk founded both companies to fight against what he sees as the dangers of AI.

LinkedIn was founded by early PayPal exec Reid Hoffman.

reid hoffman
Reid Hoffman.

When it was founded: 2002

What it does: LinkedIn is a social network for professionals. 

How it’s related to PayPal: Hoffman was an executive vice president at PayPal in its early days. He founded LinkedIn and initially served as its CEO before later becoming executive chairman. 

Yelp was founded by two early PayPal employees, Jeremy Stoppelman and Russel Simmons.

Jeremy Stoppelman
Jeremy Stoppelman.

When it was founded: 2004

What it does: Yelp is a platform for hosting reviews and recommendations about local businesses. 

How it’s related to PayPal: Stoppelman and Simmons met while working at PayPal in the early 2000s — Stoppelman came from X.com and served as vice president of technology while Simmons worked as an engineer. Levchin provided the initial investment in the company. 

Read the original article on Business Insider