Word of mouth marketing is great as long as you are always creating moments of magic.

What happens when you create a moment of misery?

First, never disagree with a guest's perception of an experience that was less than perfect.

Second, do whatever it takes to turn that moment of misery into a moment of magic.

These guests usually become your biggest superfans.

But don't take our word for it; read the book.
Amaze Every Customer Every Time by Shep Hyken