Tag Archives: negative word of mouth

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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WOM Tip #405: Make fixing your mistakes a big deal

Negative feedback isn’t always a bad thing. Sometimes it presents a great opportunity to do something remarkable for your customers. For example, when Chef Boyardee got rid of their cans with pop-top lids to save a little money, they didn’t realize it would be such a disappointment to their fans. But after bringing back the…

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How do you recover customer goodwill?

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. When things go wrong, are you nimble enough to: Spring into action Identify the issue Plan a recovery Implement…

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4 tips for dealing with angry customers and negative word of mouth

This is a guest post from Andy Sernovitz — CEO of WordofMouth.org and SocialMedia.org and New York Times best-selling author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” 1. It happens to everyone, so plan for it Every company — in every industry — faces negative word of mouth. Even the most…

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The 3 types of negative 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.] No matter how great your company is, you’re going to experience negative word of mouth. Even the most loved companies in the world get…

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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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Word of Mouth Tip #115: The faster you respond to angry customers, the quicker they become fans

When it comes to negative word of mouth, time is not on your side. A quick response — even if it’s just to say you’re aware of the problem and are working on it — can go a long ways toward calming an upset customer. That’s what UPS did when Andy Jankowski tweeted them about…

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5 defenses against negative 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 experiences negative word of mouth. Even the most beloved companies in the world make mistakes. Your job is to actively respond to negative word…

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