How can you build more word-of-mouth advertising (口碑广告)? In other words, why would your cu

How can you build more word-of-mouth advertising (口碑广告)? In other words, why would your customers want to talk to their friends about their experience of doing business with you?
When you perform your service or deliver your product competently (出色地), you are just doing what the customer expects. In order to increase the number of the customers who want to share their good experience with their friends, you must make your service impressive, going beyond what is expected.
Recently my daughter Dawn and I had lunch with my team members at the Campbell House. The food and service were truly excellent. My daughter asked for her leftovers (剩菜) to be packed. They were returned to her in aluminum foil (铝箔) shaped like a swan(天鹅). Guess what she talked about when she got home? How much more do you think it cost the Campbell House to produce that “Wow!” experience? Answer —not a cent!
Disneyland should be an inspiration to us all in providing a “Wow!” experience. What do people talk to their friends about when they come home? “You should have seen how clean that park was! With all of the people there, it’s unbelievable! There’s not even a gum wrapper on the ground!” Walt Disney understood that cleanliness is marketing.
【小题1】According to the passage, customers would like to share their good experience with their friends if . A．what they need is provided on time B．the price of the service is low enough C．the service is better than they expectedD．the after-sale service is good enough【小题2】How did Dawn feel the moment she saw her packed leftovers? A．Disappointed and angry.B．Excited and crazy.C．Worried and unhappy. D．Surprised and pleased.【小题3】By saying “Answer — not a cent!” the author seems to believe that . A．it is always possible to satisfy all of the customersB．sometimes it is easy to provide a good experienceC．most customers are easy to do business withD．the service should be as cheap as possibleC

(答案→)C 解析：文章介绍怎样可以得到口口相传的广告效应，消费者得到的服务超出了他们的预期，就会和别人分享，行业不要花一分钱就可以得到这个效果。【小题1】细节题：从第二段的句子：In order to increase the number of the customers who want to share their good experience with their friends, you must make your service impressive, going beyond what is expected. 可知如果服务超出了顾客的预期，他们会和别人分享的，选C【小题2】推理题：从第三段的句子：. They were returned to her in aluminum foil (铝箔) shaped like a swan(天鹅). Guess what she talked about when she got home? How much more do you think it cost the Campbell House to produce that “Wow!” experience? Answer —not a cent!可知Dawn 看见包好的剩菜的时候，很惊讶也高兴，选D【小题3】句意理解题：这句话的意思是：一些行业不要花一分钱就得到这种口口相传的广告，所以是很容易的，选B

哦，回答的不错