Tag Archives: Negative WOM

Video: How Hallmark turned around negative word of mouth when Jingle “lost his bark”

If you searched Google for Hallmark’s Jingle puppy after Christmas 2013, you’d find 2.5 star reviews on the first page of results, angry rants about it on Facebook, 20 scathing reviews on Amazon, and crying kids in YouTube videos. Woah, how did this all happen? According to Camille Lauer, Hallmark’s Social Media Manager, it’s all…

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When your reputation is collapsing

This is a guest post from Andy Sernovitz — CEO of WordofMouth.org and SocialMedia.org and New York Times bestselling author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” See the original post this is adapted from and more like it on his blog. I mentioned that I had a great experience using Uber to get…

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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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Can you turn a critic into a raving fan?

This is a guest post from Greg Meyer, a member of the Customer WOW team at Desk.com. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of these questions…

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Video: How to deal with negative word of mouth

Edelman PR’s President, Rick Murray, teaches you how to turn around negative buzz and defend your reputation.

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WOM Tip #122: Stop negative word of mouth by making it really easy for upset customers to contact you

The only thing worse than delivering a bad product, service, or experience to a customer is not making it easy for that frustrated customer to immediately tell you about it. Put a feedback form on your website. Follow up shortly after a sale to make sure they’re happy. Put the phone number of someone important…

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Remember these 4 rules when participating in conversations

[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.] The importance of honesty, ethics, and common sense is something we talk about a lot in word of mouth marketing. Participating in conversations is where…

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Rick Murray: How to deal with negative word of mouth

  11:15 — Erin McDaniel introduces Edleman PR‘s President, Rick Murray. 11:16 — Social media gives people the power to say anything, to anyone, at anytime. 11:18– What could spark negative WOM? Something that doesn’t sit well with a follower. Either something you said or something you did. 11:22– How can you minimize the chance that negative…

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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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