I posted earlier this week about our cabin vacation to Gatlinburg, TN and the lessons of how your brand and the customer experience is one in the same. A comment left on that entry was an example of the very concept I was trying to convey.
After reading about our horrible experience, my sister, Bethany, commented with links to a fantastic cabin her and her husband had rented:
Sorry you place wasn’t all you hoped for Next time, try Mountain Laurel Chalets. http://www.mtnlaurelchalets.com/chalet_index.html
We have used them more than once and have never been less than pleased. Here is the cabin we stayed at last Christmas.
She had a great experience and it turned her into an evangelist. This is what every company should strive for - having the customer evangelize on your behalf. This penetrates through the influence layer since the marketing is coming from someone within their circle of influence, not outside it. Thanks for making my point, Bethany.