A short blog post for once – but with an important lesson for both consumers and organisations to take note of!
We recently received this lovely welcome card from a veterinary clinic we have taken our little kitten to. How did we find this vet you might ask? We googled vet reviews in Ringwood and came across a clinic called ‘My Vet Care’ that had an exceptional amount of positive word of mouth referrals from their customers. (read the reviews at Womow).
On face value the services of a vet do not vary much between clinics – however what My Vet Care does is look at how they can differentiate themselves and that is by making customers feel at ease with their decision. After all, a pet is part of the family and my Vet Care understands this point perfectly.
So what can consumers learn from this example?
Word of mouth is valuable and can help minimize angst regarding the decision making process. Therefore consider word of mouth when evaluating products – after all time is money and saving it is important.
However, keep in mind that consumers may often have extreme views that are either positive or negative – ignore these. These comments are often outliers and skew the word of mouth reviews. Instead focus on the quantity of reviews – if the overall reviews are positive then consider it a sign!
So what can organisations use from this example?
Look at how you can differentiate your services by determining the number one reason why people use your services. Is it so consumers can feel good, look better or feel at ease? Find out the NUMBER ONE reason and tap into it.
In the case, of My Vet Care they understand that their customers want to feel at ease with their decision to trust them with their pet – so they reiterate this decision by sending out personalised welcome cards. Cheap to implement, but very effective! The result, we 100% don’t doubt the decision of using My Vet Care to look after our kitten Jax!
Until next time,
Cents and Sensibility
Ps. in case you are wondering, we purchased a rag doll kitten. His name is Jax and he is very cute (see below a pic of him)
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.