Tag Archives: mistakes
Blog April 29, 2015

When things go wrong, customers see you in the recovery

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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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Blog May 22, 2014

Repair the emotional connection when things go wrong

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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. By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes…

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Blog, newsletter May 6, 2014

3 reasons to proactively apologize to customers

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[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.] Southwest Airlines has an employee with the sole job of apologizing to customers when things don’t go as planned, whether that’s a delayed flight…

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Blog, newsletter September 10, 2013

3 better ways to handle your mistakes and earn word of mouth

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[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.] People love to talk about when businesses mess up. It’s why stuff like Twitter hacks go viral (and why some companies even fake them)….

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Blog, newsletter March 12, 2013

3 remarkable ways to make up for your mistakes

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[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.] When you screw up, people are going to tell their friends. Fortunately, mistakes actually give you an opportunity to earn positive word of mouth….

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Blog, WOM Tips March 4, 2013

WOM Tip #197: Apologize with personality

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At some point, you’re going to disappoint a customer. And while you want to give them the best experience every time, mistakes also make for fantastic opportunities to earn great word of mouth. So when something’s broken, don’t just fix it. Fix it and then do something remarkable. Recently, one of Mini’s servers went haywire…

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newsletter July 24, 2012

3 common word of mouth mistakes

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[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.] When it comes to word of mouth marketing, there’s a lot of room for trial and error. It’s OK to experiment, to make mistakes, and…

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Featured Downloads
Blog May 24, 2013

9 Things to Share That Start Conversations

By WordofMouth.org Editor

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

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Blog May 10, 2013

3 Must-Use Word of Mouth Marketing Tools

By WordofMouth.org Editor

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

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Blog April 26, 2013

The Top Four Tips for Multiplying Your Word of Mouth

By WordofMouth.org Editor

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

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Articles January 11, 2013

10 Ways to Turn Around Negative Word of Mouth

By WordofMouth.org Editor

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

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Downloads August 24, 2012

The New Topics Worksheet

By WordofMouth.org Editor

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

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Blog July 20, 2012

The Word of Mouth Action Plan

By WordofMouth.org Editor

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

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