How Apple Creates Word of Mouth

Last week, I introduced this 3-step formula for creating positive word of mouth:

Here's a nifty table illustrating each layer's actions, impact, and level of customer intimacy.

To help bring this to life, here’s an example from the Apple Store:

This coming week, I'll share some ideas you can use to start applying this concept of meeting your customers' unrecognized needs to your business.

And if you love this topic and want to go deeper, check out Chip Conley's book: Peak: How Great Companies Get Their Mojo from Maslow.