First American Title The Woodlands

By Brian Tracy

A satisfied customer will share “delight” or “amazement” with nine of his friends and relatives and associates, who will in turn pass the good news on to five others. In his book Word-of-Mouth Marketing, Jerry Wilson claims that the number of customers who will tell a positive story of their experience with you, your company or your product is one-tenth of the number who will share a negative story. In other words, while excellent customer service is essential in reducing or even eliminating negative word of mouth, you cannot rely on positive word of mouth to produce a stream of referrals.