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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.

Video: How First Republic Bank makes business better by listening to their customers

Like in any relationship, to get your customers to love you and want to talk about you, you have to listen to them first. But it’s more complicated than just tracking what people say about your company. According to Kathleen Fetters, First Republic Bank’s Social Media Intelligence Executive, getting the most out of listening means…

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3 questions to ask about your new word of mouth topic

[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.] Word of mouth marketing starts with the very thing people will talk about: your topic. Some come about organically and some are planned —…

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WOM Tip #298: Make invisible stories visible

Amazing things happen in your store and at your company all the time. But it’s not always easy to spread those amazing stories to everyone else. One way to do it: Give those stories a visual cue. Put something on the wall that starts conversations. Here’s one inspiring example: At Rosa’s Fresh Pizza in Philadelphia,…

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Video: Why HGTV’s broadcasting company took advice from Vanilla Ice on improving their customers’ experience

“Stop, collaborate, and listen.” You know the song. You know the hit 90’s rapper. But did you know that these Vanilla Ice lyrics inspire how Scripps Networks, the company behind HGTV, listens to their customers? Keeping track of your customers’ conversations is a huge part of word of mouth marketing, and social media has made…

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4 of the best ways to solve the “Chocolate Problem”

[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.] Your product is great, you’ve got plenty of fans, and no problem with visibility. But like chocolate, everyone already knows about your stuff, and…

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WOM Tip #199: Put word of mouth tools in every package you send

The best thing you can do to help your customers remember to talk about you is to put something in their hands to share. It doesn’t have to be fancy, and it certainly doesn’t have to be expensive — but it does have to be remarkable. For example, Sock It to Me places a funny…

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Video: Why including your customers can save your business

You’ve got a great, new idea to improve your stuff, make a little more money, and beat your competition. But before you hit the launch button, did you ask your customers about it? According to Mark Hurst, Founder and CEO of Creative Good and author of Customers Included, it’s a crucial step so many companies…

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3 acts of kindness to inspire 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.] Everyone loves talking about random acts of kindness because they feel good to share. The best part: Any company — large or small, local…

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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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