8 word of mouth case studies from big brands

Continuing with our big brand word of mouth week, check out a few of our favorite videos of big brand marketers sharing case studies on how they’re earning fans, thrilling customers, winning over critics, and measuring it all:

1. How Zappos delivers happiness

$1 billion in sales and an army of loyal fans — and it’s all thanks to each and every Zappos employee committed to earning the love and recommendation of their customers. See how Tony Hsieh built this culture:

2. How Rogers Communications is turning critics into fans

Every company has critics — but the best ones are able to respond, work with, and win them over. Here’s how the smart folks at Rogers — one of the world’s largest cable, wireless, and home phone providers — are doing it:

3. How Verizon is incorporating customer feedback into products and services

Verizon’s Idea Exchange community has netted them more than 1,500 product ideas from their customers — 39 of which the’ve launched. See how they built it and what they learned along the way:

4. How Intuit is measuring word of mouth

Struggling to connect the dots between your word of mouth programs and the results they’re delivering? You’re not alone. In this fantastic tutorial, learn exactly how they do it at Intuit:

5. How UPS defended their brand during a PR crisis

When a competitor launched a PR attack on UPS, their team relied on key word of mouth fundamentals to turn the story around. Learn what happened and how they responded:

6. How Quaker Oats introduced the Cap’n to their online fans

How do you take a legendary mascot like Cap’n Crunch and bring him to life in Facebook and Twitter? What is his personality? How does he interact with fans? And how do you explain what took him so long to get there? Find out in this great case study:

7. How Graco responds to feedback, posts, comments, and reviews

When it comes to responding and interacting with fans, Graco has seen it all. From raving fans to confused customers to large-scale product recalls — they’ve done it. How they do it so well:

8. How Hitachi is driving sales leads through word of mouth and social media

Pop quiz: Is social media and word of mouth a good investment for BtoB marketers? How big of a budget do you need to create results? Twitter, Facebook, or LinkedIn — which platform is best for BtoB lead generation? All the answers here:

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