Negative word of mouth, customer complaints, loud critics — we all experience them, and they represent great word of mouth opportunities. It’s a chance to convert a critic into a fan, to make better products, to fix dumb policies, and to show off your personality. Here’s a great example: When popular U.K. blogger October Jones…
Tag Archives: negative feedback
Word of Mouth Tip #121: Customer complaints are a word of mouth opportunity
Read More
Comments Off on Word of Mouth Tip #121: Customer complaints are a word of mouth opportunity
Video: Rogers Communications’ Keith McArthur on how they’re turning their harshest critics into brand ambassadors
No brand is safe from experiencing negative feedback — everyone has critics. But it’s how you handle the criticism that separates you from everyone else. People appreciate honesty, and if you’re willing to engage genuinely with your unhappy customers, you can earn their love and respect right back. In the video below, Rogers Communications’ Keith…
Read More
Comments Off on Video: Rogers Communications’ Keith McArthur on how they’re turning their harshest critics into brand ambassadors
How to respond to negative feedback: A 3-step tutorial from a taxi company
This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. I had a negative experience with a taxi service and blogged about it. Nothing too unique there — at least anymore. But, it’s exactly those types of customer expressions many companies fear: “What if they say something negative about us?” The point,…
5 real-life examples of how to convert almost any situation into positive word of mouth
Simplicity Sofas is a furniture manufacturer who sells products direct to consumers through our website. Our marketing program relies heavily on word of mouth. We routinely convert problems, mistakes, unreasonable demands, surprise gifts, routine procedures, and anything else that happens into opportunities to amaze and delight our customers. Since we conduct our business through e-commerce,…
Read More
Comments Off on 5 real-life examples of how to convert almost any situation into positive word of mouth
3-Minute WOM Lesson: How to respond to negative word of mouth
[Welcome back to the You Can Be a Word of Mouth Marketing Supergenius! newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Negative word of mouth happens to every company. Nobody is immune. But great brands have a plan that…