3-Minute WOM Lesson: How PEMCO created buzz by focusing on local conversations — live from Word of Mouth Supergenius

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As a preview for Word of Mouth Supergenius on July 20 in New York, we’re taking a look back at some of the amazing presentations from our last “How to be Great at Word of Mouth Marketing” conference in Chicago.

Here, Rod Brooks shares how PEMCO built relationships with their local fans. His big ideas:

1> People love great customer service
2> Help fans be themselves
3> Get off the sofa
4> See Rod’s live presentation

1> People love great customer service

Fantastic customer service always gets people talking. If you find your business in a crowded market competing with companies with similar products, awesome customer service can differentiate your brand and create conversations. PEMCO capitalized on word of mouth by focusing on creating personal relationships with customers backed by great service.

2> Help fans be themselves

When engaging with your customers, look for the common ground to start conversations. PEMCO found it by highlighting their shared experiences of being Northwesterners with their microsite, We’reALotLikeYou.com. There, fans upload photos, create profiles, and have a laugh about their distinct culture.

3> Get off the sofa

There’s no better way to get involved with your local community of fans than actually getting out there and meeting them. In 2009, PEMCO created the WALLY (We’re A Lot Like You) van that traveled to more than 50 events across Washington state to meet their local customers. The adventure resulted in a 300% increase in PEMCO’s word of mouth –- and a whole bunch of new friends.

4> See Rod’s live presentation from Word of Mouth Supergenius

Check out Rod’s presentation from Word of Mouth Supergenius — and join us live in New York on July 20 to see a bunch of amazing marketers share case studies like this:

People love great customer service


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  1. Kris

    I was just wondering is there a possibility that you guys would post the presentation files from the conference?

  2. Cale Johnson

    Hi Kris – we’re working on getting those up to share. If there are a couple in particular you’re looking for, let me know and I’ll see if we can forward them directly on to you (cale [at] gaspedal [dot] com) so you don’t have to wait.

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