Video: How proactive listening helps Express Scripts avoid negative word of mouth

Negative reviews happen to everyone. No company is perfect. But what if you had an early alert system on negative word of mouth to help you could fix the problem faster? In her presentation at’s Brands-Only Summit, Riddhi Trivedi-St. Clair, Senior Manager of Corporate Communications at Express Scripts, explains how companies can do it…

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What does true brand evangelism look like?

This is a guest post from Mitch Joel — President, Mirum and author of “Six Pixels of Separation.” His new book “CTRL ALT Delete” was released in May 2013. See the original post this is adapted from and more like it on his blog. Saul Colt fancies himself as one of the leading word of mouth…

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There is no substitute for a crappy product

This is a guest post from Gary Vaynerchuk — well-known entrepreneur, social media innovator, and author of “Jab, Jab, Jab, Right Hook.” See the original post this is adapted from and more like it on his blog. Sriracha. Know what it is? Of course you do. But do you know why you know what it…

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How companies inspire word of mouth with their personality

[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.] Every company has a personality, and they typically show it through branding, product design, and the people they hire. But personality is about more…

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WOM Tip #462: One simple change can refresh the conversation about your stuff

Like most well-known and well-liked products, burgers have a problem: You have to do something a little extra to make them worth talking about. But you don’t have to do a complete overhaul to inspire word of mouth about a product that people don’t talk much about. For example, to cause a stir, Burger King…

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Video: How Leggett & Platt used a rap video to talk about mattress springs

One of the biggest complaints from marketers is that their product is too boring or too run-of-the-mill for people to want to talk about it. But the great thing about word of mouth marketing is, you don’t have to have a “sexy” product for it to work. For example, Leggett & Platt makes the springs…

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Does your apology mean anything to your customer?

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Remember when you were a kid and your brother or sister punched or pinched you? Sure, he or…

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Use your inside voice: Why your employees should be your #1 audience

This is a guest post from Drew McLellan, CEO and Top Dog at McLellan Marketing Group. See the original post this is adapted from and more like it on his blog. When people think about marketing, they typically think about external marketing — marketing tactics aimed at potential customers. But no business can afford to…

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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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