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,…
Tag Archives: negative word of mouth
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,…
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Word of Mouth Tip #25: Turn a negative into a positive
Every company has imperfections. Things go wrong, delays pop up, missteps happen, or something slips through quality control. It happens to even the best of brands. But the great companies — the ones whose fans will defend them even when things go sour — are the ones who see these stumbles as opportunities to earn…
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How Standard Bank shared their side of a negative word of mouth situation
When a disgruntled customer created an anti-Standard Bank Twitter account (@standard_blank), the company blogged about the issue, saying that they believe everyone has the right to share and express their views in any medium they choose, and welcomed both praise and criticism via social media — and also shared a look from their side of…
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Word of Mouth Tip #46: Bad situations are great opportunities to earn word of mouth
Because our world is run by humans, it’s a given that things will go wrong. At some point, something is going to break. Maybe it’s your fault, maybe not. The details won’t matter to the customer that’s stranded, delayed, hopeless, and generally screwed. And this is the point where great word of mouth marketers separate…
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