Outrageous Marketing

Today I have been working on my company's online marketing plan. I try
to connect with our target through realising abouth what aspects of our
service's may trigger a passionate answer. Consider how passionate may
be a customer with telecommunication services. In a blunt analogy with
Levitt & Dubner's "What makes a perfect parent" Chapter in Freakonomics,
I try to take a path to "What makes a perfect 'My Customer'". I took
Peter Sandman's equation of Risk = Hazard + Outrage and try to find in
his "When Hazard is low and Outrage is High, people overreact" a way out
to a successful marketing campaign.
¿What do you think?

Word-of-Mouth

Actually, whilst I think a lot (almost even consuming my free time, if

any) about paving the way to excellence in Word-of-Mouth, It comes out
lots of literature about the subject and, far from getting answers, I
begin to ask further questions:
¿What should be the point, beyond which, we would exceed customer's
expectations?
Thinking about the reverse situation, ¿What about the lowest threshold
bad customer's experience must not tresspass, and which we shouldn't
allow to happen, from what customers utter bad WOM?
¿Are CAC aware of this and have in place budget for service recovering?
Certainly, It is necessary to convey a message to prospects in which
benefits of changing over are remarkably pointed out. Despite this
important cornerstone in communication we need to support this change
with a memorable experience along the process of change, keeping the
promise of being simple, clear and, at the end, trust worthy.
What a challenge! Let's go for it!