Videos

Video: How Nissan connects negative online word of mouth to real-world solutions

When your customers complain about your stuff, you do everything you can to fix it. But how long does it take for that complaint to get to you in the first place? For huge companies like Nissan, it’s even harder to gather all of the incoming complaints and get them to the right person to…

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Video: How Johnson & Johnson gets to know their customers before they start conversations

According to Johnson & Johnson Director of Corporate Social Media, Devon Eyer, their social media strategy used to be about “planting flags:” staking their claim to a Facebook page, a Twitter handle, a blog presence, and broadcasting their messages there. But now, she says the company takes a much more customer-centered approach — one focused…

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Video: How GE earns millions in revenue with employees’ social networks

Think about all of the people your employees know: all of the people they could tell about your business. What if those people were graphed out in a network to show who knows whom? What if you could see which employees know your potential customers? For General Electric, that social graph is mapped out on…

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Video: How Novartis pulls off word of mouth despite strict regulations

Word of mouth marketing is great because any company can do it regardless of size, budget, or industry. But when you work in pharmaceuticals, it can come with a few obstacles. According to Melissa Mackey, Associate Director of Digital Strategies at Novartis, those obstacles are FDA regulations and legal teams within the company. So to…

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Video: How Thomson Reuters earned new customers with great content

According to Casey Hall, Thomson Reuters Senior Marketer, a blog is not the place for product promotions and selling. It’s a place for sharing amazing content and earning loyal fans. How do they create amazing content? By bringing in subject matter experts to help. The problem: Not all of these experts were ready to do…

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Video: How Paychex turned their employees into advocates in 14 days

Here’s the thing about getting your employees to spread word of mouth: Sometimes you just have to ask them. Paychex Social Media Program Manager Joe Schaeffer says they did it with a simple question: “What makes you #PaychexProud?” To get them to answer it, though, Joe did a little internal word of mouth marketing of…

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Video: How Michelin earns word of mouth influence in forums

The automotive industry has some of the most passionate talkers. Experts, enthusiasts, celebrities, car guys, and just people looking for answers to their car questions come to the same place: online forums. For brands like Michelin, that’s fantastic for market research, understanding their customers, and hearing what people have to say. But according to Michelin’s…

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Featured Downloads

Download: “The Difference Map” by Bernadette Jiwa

We’re big fans of author of The Fortune Cookie Principle and TEDx speaker Bernadette Jiwa, who says that good marketing…

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The first chapter of “The Social Media Side Door” by Ian Greenleigh

Ian reveals the best ways to earn the attention of influential people using social media channels.

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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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