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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.

Video: How Nissan connects negative online word of mouth to real-world solutions

When your customers complain about your stuff, you do everything you can to fix it. But how long does it take for that complaint to get to you in the first place? For huge companies like Nissan, it’s even harder to gather all of the incoming complaints and get them to the right person to…

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How to use loyalty (and disloyalty) cards to earn word of mouth

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] The loyalty card is a word of mouth tool that’s been around for a while. Almost every grocery store, coffee shop, and gas station…

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WOM Tip #211: Having a personality is always remarkable

“Okie dokie, artichokie.” That’s how Siri responded to our CEO’s voice command on his iPhone. It’s nothing earth-shattering, but it caught us off guard. Just like the millions of other people who played with Siri’s features and found the automated responses to seem a little more than automated — even funny. For instance, BuzzFeed has…

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Video: How Johnson & Johnson gets to know their customers before they start conversations

According to Johnson & Johnson Director of Corporate Social Media, Devon Eyer, their social media strategy used to be about “planting flags:” staking their claim to a Facebook page, a Twitter handle, a blog presence, and broadcasting their messages there. But now, she says the company takes a much more customer-centered approach — one focused…

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How to earn word of mouth by helping them make friends

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] Friends are an essential part of word of mouth marketing. If someone loves your stuff, who are they going to tell about it? More…

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WOM Tip #391: Show off your most extreme self

We talk about word of mouth carriers a lot. It’s the type of stuff that’s exciting, easy to talk about, and carries your word of mouth message with it. For example, Motoped, a motorized mountain bike company, created a “Survival Bike.” It looks like the perfect post-apocalyptic getaway vehicle. It’s outfitted with stuff like a…

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Video: How GE earns millions in revenue with employees’ social networks

Think about all of the people your employees know: all of the people they could tell about your business. What if those people were graphed out in a network to show who knows whom? What if you could see which employees know your potential customers? For General Electric, that social graph is mapped out on…

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Word of mouth details you almost missed

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] If you read our newsletter, you know that we’re big on details. Carefully thought out details start conversations because they can be surprising, they…

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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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