WOM Tips

Word of Mouth Tip #83: Have some fun with social media

Sure, social media tools can be powerful and, at times, complicated — but if you’re getting overwhelmed, it may be time to take a step back and reconsider why you’re using them in the first place. Above all, social media makes it easy to directly reach your talkers. These tools make it easy to share…

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Word of Mouth Tip #107: Your best talkers aren’t always your best customers

Great talkers aren’t necessarily big spenders or loyal customers. Take 15 minutes today to try this: Look for a group of talkers who have never spent a dime with you. They’re journalists, analysts, doctors, teachers, mechanics, bartenders, barbers, plumbers, waiters — they’re people who talk to your customers every day. How a word of mouth…

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Word of Mouth Tip #82: Earn fans at the counter

Don’t let customers walk out of your store without offering them the chance to opt-in to get future contact from you. Offer sign-ups for your newsletter and let them know how to find you on Twitter, on Facebook, and anywhere else you communicate with fans. This is how you turn one-off sales into long-term relationships….

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Word of Mouth Tip #60: Put your fans’ loyalty on the wall

One of the challenges about the love your fans have for you is that it’s often quiet. It’s pillow talk. It’s passive. It’s hushed. That’s why we’re here — to help this love get out in the open. To make it louder. To show it off. This is the fun part. How a word of…

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Word of Mouth Tip #51: Ask yourself, “What have we done for our biggest fans lately?”

Take care of your biggest talkers, your best customers, and your most loyal fans. This is where a lot of your word of mouth momentum is, and a little effort with this attentive audience can mean a big boost in conversations. How a word of mouth supergenius does it: The Home Depot found a simple…

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Word of Mouth Tip #40: Never underestimate the cost of negative word of mouth

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…

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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…

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Word of Mouth Tip #36: Surprise them with something special

Little surprises can create lots of conversations. Opportunities to offer unexpected delights include a free upgrade, expedited shipping, a little something extra in the box, an extra free sample, or even a hand-written note. How a word of mouth supergenius does it: Butterfly Sushi here in Chicago does great things with sushi, but they also…

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Featured Downloads

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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