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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.

4 tips for a great customer feedback form

[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.] Feedback forms are the unsung heroes of word of mouth. They’re one of the best ways your customers can tell you how to make…

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WOM Tip #561: Reward your referrers with something they’ll use

Did you know that when you refer a friend to Dropbox they’ll give you more storage space? It probably costs the company pennies, but it gives their customers something they’ll actually use and a great reason to use Dropbox even more. When your customers share a product they believe in, encourage that loyalty by giving…

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Video: How to use social media for crisis management

For most brands, social media ROI means “return on investment.” But for some brands, it also means “rescue of image.” According to Debbie Curtis-Magley, Director of SAP Cross-Cloud Social and Community, social media can be a great tool for influencing positive word of mouth about your brand. You just have to use it carefully. In…

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How a small franchise competes with bigger competitors using 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.] It’s hard for a small, specialty store like The Tile Shop to compete with huge retailers like The Home Depot or Lowe’s. But while…

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WOM Tip #582: Listen for opportunities to make someone’s day — even small ones

Big gestures can earn word of mouth, sure. But so can a lot of little moments. For example, Staples was paying attention when this college student tweeted a question about clipboards. Even though she didn’t use “@Staples” to send the message directly to them, they saw the opportunity and surprised her by sending her a…

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Video: How Johnson & Johnson turns influencers into talkers

In an increasingly connected world, it’s less about what your brand says and more about what people say about your brand. After all, that’s what word of mouth marketing is all about. In her presentation at SocialMedia.org’s Brands-Only Summit, Johnson & Johnson Director of Corporate Communications for Social Media Devon Eyer talks about how they…

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3 word of mouth lessons from the grocery store

[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.] As a supermarket, it’s hard to stand out when your competitors are on every other corner. But with a little creativity, these companies are…

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WOM Tip #501: Get someone else to tell your story

Imagine this: You’re making polite conversation with your taxi driver when he starts telling you about his only daughter who ran off to marry a man in a different country. He says he just discovered her husband is abusing her and that he’s packing his stuff to go kill her husband. That’s pretty dramatic. But…

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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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