A recent beef in the Toronto Star called When a new car does not come as advertised about Toyota not meeting its advertised specifications for its Lexus CT200 demonstrates that Toyota still has not understood its customer expectations. When the car specifications in the websites, down-loadable brochures and owners manual do not match the customer specifications, customers will react negatively. With a large order backlog for CT200s, I expect Lexus will see some cancellations of orders as a result of this publicity.

Word of Mouth converts sales at 78%

Thursday, May 19th, 2011

Word of mouth has always been known to be the most effective mode of promotion for your product or service (positive or negative). We know that web techniques have changed the equation of how fast word of mouth can travel, from friends and family to going viral on the internet. Here’s an interesting video from American Businessman, Gary Vaynerchuk, author of Crush It, Why Now is the Time to Cash in on your Passion and The Thank You Economy, that talks about the changes in marketing, customer satisfaction and advertising.

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