Table of Contents
Foreword Ted Wright ix
Section 1 Why Word of Mouth Works 1
Chapter 1 Talk Is Cheap 3
Chapter 2 Steer the Conversation 13
Chapter 3 Same Is Lame 23
Section 2 The Four Talk Triggers Criteria 33
Chapter 4 Be Remarkable 41
Chapter 5 Be Relevant 51
Chapter 6 Be Reasonable 61
Chapter 7 Be Repeatable 71
Section 3 The Five Types of Talk Triggers 81
Chapter 8 Talkable Empathy 87
Chapter 9 Talkable Usefulness 95
Chapter 10 Talkable Generosity 105
Chapter 11 Talkable Speed 115
Chapter 12 Talkable Attitude 123
Section 4 Create Talk Triggers in Six Steps
Chapter 13 Gather Internal Insights 139
Chapter 14 Get Close To Your Customers 151
Chapter 15 Create Candidate Talk Triggers 163
Chapter 16 Test and Measure Your Talk Triggers 177
Chapter 17 Expand And Turn On 189
Chapter 18 Amplify Your Talk Trigger 201
Chapter 19 Create Your Next Talk Trigger 211
Appendix: Quick Reference Guide 221
Acknowledgments 233
Authors' Note 237
Notes 239
Index 253