Word-of-Mouth Marketing: The satisfaction myth

Rohit Bhargava

Creating satisfied customers is generally perceived to be rule number one in business, but what if they are not as important as first thought.

Word-of-Mouth Marketing: The satisfaction myth

Rohit BhargavaOgilvy Public Relations

Satisfied customers don't often share their experience. Ensuring positive word-of-mouth requires the creation of an extraordinary consumer experience.

If I asked you to rate your level of unhappiness with your current thermostat, what would you say? As long as it is functioning normally, you probably haven't given it much thought. You're satisfied because there isn't a problem. But for a man named Tony Fadell, your satisfaction is his greatest opportunity. Fadell is the former Apple design chief who spearheaded design for the first 18 generations of the iPod, and his...

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