Tag Archives: surprise and delight

Video: How Southwest uses surprise and delight to make remarkable experiences

Opportunities to earn word of mouth exist everywhere. You don’t need your customers to fill out a form or comment on your Facebook page to tell you how to make their day. You just have to pay attention to them. How? By empowering your employees to be decision-makers, to treat your customers like humans, and…

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WOM Tip #477: Make something unexpectedly delightful

When you’re selling a solution, it’s easy to focus too much on the problem. Commercials for scented trash bags and air fresheners, for example, usually make you cringe by focusing on all of the nasty smells you need to cover up. But what if they did something to make their customers smile instead of cringe?…

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WOM Tip #344: Your best talkers might be having the worst day

Everyone knows that traveling during the holidays is terrible. During the day before Thanksgiving, Zappos showed up at one of the worst places to be: baggage claim at an airport. But instead of using the advertising space on the baggage carousel as a billboard, they made it into a Wheel-of-Fortune game. If your bag landed…

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Video: How Dunkin’ Donuts fuels word of mouth through social media

As a Social Media Manager for Dunkin’ Donuts, Jessica Gioglio says fan-centric marketing is a big part of her job. “You spend a lot of time with your fans. You should be inspired by what they share with you and find fun ways to interact with them,” she explains. That’s why putting the spotlight on…

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What’s your love plan?

This is a guest post from Spike Jones — SVP, Managing Director SW Region at Edelman Digital and co-author of the book Brains on Fire: Igniting Powerful, Sustainable Word of Mouth Movements. See the original post this is adapted from and more like it on his blog. Love plan? LOVE PLAN? I know what you’re…

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Video: How Hilton Worldwide is helping employees become proactive advocates

“Where should I eat in LA?” “I’ve got a long layover in London, any suggestions?” These were the typical tweets — and word of mouth opportunities — Hilton Worldwide was seeing every day. That’s why they created Hilton Suggests, an internal advocacy program made to respond to these questions with helpful tips (and earn fans…

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Video: How Keurig uses social media to spark word of mouth

Green Mountain Coffee Roasters Social Media Manager Crystal King says that when she tells people she works for Keurig, they almost always have a story to tell her about their own coffee maker. She explains that these stories are what have made them the number one coffee maker brand. In her presentation at SocialMedia.org’s BlogWell…

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What we can learn from delighting in our customer’s surprise

This is a guest post from Spike Jones — SVP, Managing Director SW Region at Edelman Digital and co-author of the book Brains on Fire: Igniting Powerful, Sustainable Word of Mouth Movements. See the original post this is adapted from and more like it on his blog. My wife, Kathie, and I traveled to Chicago…

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9 Things to Share That Start Conversations

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

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3 Must-Use Word of Mouth Marketing Tools

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

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The Top Four Tips for Multiplying Your Word of Mouth

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

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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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The New Topics Worksheet

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

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The Word of Mouth Action Plan

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

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