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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.

Evaluate how real you are in the moments of connection

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. Companies that customers love work hard not to lose their personality — not in their products, not in…

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10 questions to help measure a “beloved company”

Customer experience expert Jeanne Bliss explains what 10 things make a company so lovable it gives them a competitive edge. She also shares why earning your customers’ love takes making proactive decisions.

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3 actions to build a culture of “belief” in your organization

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. Take action to make “believing” a core competency in your organization and culture. Read More: Do Your Employees…

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Customers tell your story and grow your business

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. When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then…

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When things go wrong, customers see you in the recovery

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. Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer…

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10 things companies with loyal customers do

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. Beloved companies know that the outcome of their decisions and their actions reveal who they are and what…

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Begin cultivating the long-term customer relationship

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. Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets…

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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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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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Ian reveals the best ways to earn the attention of influential people using social media channels.

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Use the examples in this guide to help inspire ways to make your message more portable and shareable.

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These tips can help you get your marketing to do more work without a lot of extra effort.

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The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

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