Angry, frustrated customers talk. A lot. Pete Blackshaw‘s book title said it well: Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000. Too often, otherwise well-meaning organizations forget how expensive negative word of mouth is. Corners get cut, standards get lowered, and quality slips. And as soon as customers notice and start talking, it takes…
Tag Archives: Zappos
Word of Mouth Tip #40: Never underestimate the cost of negative word of mouth
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Word of Mouth Tip #19: Old tricks still work
Gotta’ love the new tools and tricks available to word of mouth marketers today. Facebook, Twitter, YouTube, Flickr — they’re all powerful, cheap, and fun. But while you’re exploring them, don’t forget the classic stuff that never fails to create word of mouth (and in fact, as more marketers forget about them, they’re becoming more…
Author and Zappos CEO Tony Hsieh on creating passion, profits, and purpose — live from Word of Mouth Supergenius
1:25 — Andy Sernovitz introduces author and Zappos CEO, Tony Hsieh. 1:25 — Andy Sernovitz talks about Tony and Zappos. If you’ve opened any magazine in America in the last few weeks you’ve seen Tony’s book. 1:26 — You should tour Zappos’ office in Vegas if you can. You can see how passionate everyone is….
