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.

Combat negative womNegative word of mouth happens to everyone. In fact, right now, people are talking bad about you and your stuff — and that’s OK, because negative word of mouth is an opportunity to earn new fans.

In this free guide, you’ll learn about 10 of the most effective ways to turn it around based on real-world examples from brands like Zappos, FedEx, and Dell.

Here are the 10 ways to do it:

  1. Listen for negative word of mouth.
  2. Determine if it’s worth a response.
  3. Act quickly.
  4. Speak like a human.
  5. Offer a real apology or don’t apologize at all.
  6. Offer to make it right.
  7. Never get into a fight.
  8. Keep the discussion open.
  9. Use fans and third-party sources to help tell the story.
  10. Involve them in the fix.

By following these guidelines, you’ll turn formerly unhappy customers into advocates for your brand. You’ll also find that dealing with these complaints will help you learn how to make your stuff better.

Download Now

Tags: , , , , ,

Comments are closed.

Featured Downloads

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.

Read More

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.

Read More

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.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More

The Talker Profile Worksheet

Use this worksheet to help you focus on the motivations and influencers of a single group of talkers.

Read More