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About Spike Jones

Spike Jones is a results-proven communications professional, specializing in digital and offline word of mouth marketing. With more than 15 years of experience, the career path goes something like this: Baylor University; a decade at Brains on Fire; SVP of the Customer Experience team at Fleishman-Hillard; Group Director, Engagement at WCG; and now SVP, Managing Director SW Region at Edelman Digital. Spike is also a co-author of the book Brains on Fire: Igniting Powerful, Sustainable, Word of Mouth Movements.

10 tips for achieving 100% customer satisfaction

This is a guest post from Jeff Frank, owner of Simplicity Sofas — a company that designs and manufactures furniture for small rooms and narrow entranceways. As a furniture manufacturer and e-commerce retailer in High Point, North Carolina, Simplicity Sofas specializes in furniture for small spaces. And after more than six years in business and…

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6 ways to transform your competitor’s “bad” customers into your “great” customers

This is a guest post from Jeff Frank, owner of Simplicity Sofas — a company that designs and manufactures furniture for small rooms and narrow entranceways. Recently I read an article entitled Fire Your “Bad” Customers and Send Them to a Competitor by Noel Peebles who begins the article by saying, “Let’s face it; some…

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Word of Mouth Math: The surprising value of customer interactions

This is a guest post from Jeff Frank, owner of Simplicity Sofas — a company that designs and manufactures furniture for small rooms and narrow entranceways. True story: A few days ago one of my employees was telling me about a local diner she had been going to at least once or twice a month…

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5 real-life examples of how to convert almost any situation into positive word of mouth

Simplicity Sofas is a furniture manufacturer who sells products direct to consumers through our website. Our marketing program relies heavily on word of mouth. We routinely convert problems, mistakes, unreasonable demands, surprise gifts, routine procedures, and anything else that happens into opportunities to amaze and delight our customers. Since we conduct our business through e-commerce,…

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Featured Downloads

Download: “The Difference Map” by Bernadette Jiwa

We’re big fans of author of The Fortune Cookie Principle and TEDx speaker Bernadette Jiwa, who says that good marketing…

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The first chapter of “The Social Media Side Door” by Ian Greenleigh

Ian reveals the best ways to earn the attention of influential people using social media channels.

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9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

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3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

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The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

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10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

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