Howcanyoubuildmoreword-of-mouthadvertising(口碑广告)?Inotherwordswhywouldyourcustomerswanttotalktotheirfriendsabouttheirexperienceofdoingbusinesswithyou?Whenyouperformyourserviceordeliveryourproduct

Howcanyoubuildmoreword-of-mouthadvertising(口碑广告)?Inotherwordswhywouldyourcustomerswanttotalktotheirfriendsabouttheirexperienceofdoingbusinesswithyou?

Whenyouperformyourserviceordeliveryourproductcompetently(出色地) youarejustdoingwhatthecustomerexpects.Inordertoincreasethenumberofthecustomerswhowanttosharetheirgoodexperiencewiththeirfriendsyoumustmakeyourserviceimpressivegoingbeyondwhatisexpected.

RecentlymydaughterDawnandIhadlunchwithmyteammembersattheCampbellHouse.Thefoodandserviceweretrulyexcellent.Mydaughteraskedforherleftovers(剩菜)tobepacked.Theywerereturnedtoherinaluminumfoil(铝箔)shapedlikeaswan(天鹅).Guesswhatshetalkedaboutwhenshegothome?HowmuchmoredoyouthinkitcosttheCampbellHousetoproducethat“Wow!”experience?Answer—notacent!

Disneylandshouldbeaninspirationtousallinprovidinga“Wow!”experience.Whatdopeopletalktotheirfriendsaboutwhentheycomehome?“Youshouldhaveseenhowcleanthatparkwas!Withallofthepeoplethereit’sunbelievable!There’snotevenagumwrapperontheground!”WaltDisneyunderstoodthatcleanlinessismarketing.

小题1:Accordingtothepassagecustomerswouldliketosharetheirgoodexperiencewiththeirfriendsif______.A．whattheyneedisprovidedontimeB．thepriceoftheserviceislowenoughC．theserviceisbetterthantheyexpectedD．theafter-saleserviceisgoodenough小题2:HowdidDawnfeelthemomentshesawherpackedleftovers? A．Disappointedandangry.B．Excitedandcrazy.C．Worriedandunhappy.D．Surprisedandpleased.小题3:Bysaying“Answer—notacent!”theauthorseemstobelievethat______.A．itisalwayspossibletosatisfyallofthecustomersB．sometimesitiseasytoprovideagoodexperienceC．mostcustomersareeasytodobusinesswithD．theserviceshouldbeascheapaspossible