This is a guest post from Andy Sernovitz — CEO of WordofMouth.org and SocialMedia.org and New York Times best-selling author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” You can’t get awesome reviews without being awesome First and foremost, you need to be a great business that sells something fantastic. No amount…
Tag Archives: customer feedback
The 5 Fastest Ways to Get More Referrals for Your Small Business
This is a guest post from Andy Sernovitz — WordofMouth.org and SocialMedia.org CEO and author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” Most small businesses will tell you their new customers come through word of mouth, but very few can tell you how those referrals happen or where they come from….
Word of Mouth Tip #121: Customer complaints are a word of mouth opportunity
Negative word of mouth, customer complaints, loud critics — we all experience them, and they represent great word of mouth opportunities. It’s a chance to convert a critic into a fan, to make better products, to fix dumb policies, and to show off your personality. Here’s a great example: When popular U.K. blogger October Jones…
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Video: How to get great reviews, by Ian Strain-Seymour
Outstanding customer reviews are a great way to establish authenticity and trustworthiness for your business. But how do you get reviews? Well, for starters, just ask. One of the most common mistakes in word of mouth marketing is forgetting to ask customers to leave a review. From there, try a couple other techniques that will…
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Word of Mouth Tip #24: Ask for feedback after every sale
Always, always, always ask for feedback. Do it after every sale. Include it with your invoices, your product shipments, or your follow-up calls to clients. Doing this will help you: Identify problems early — if something is broken, how will you know unless you ask? Give angry customers a place to vent — give them…
Word of Mouth Tip #115: The faster you respond to angry customers, the quicker they become fans
When it comes to negative word of mouth, time is not on your side. A quick response — even if it’s just to say you’re aware of the problem and are working on it — can go a long ways toward calming an upset customer. That’s what UPS did when Andy Jankowski tweeted them about…
Articles
- 50 small things to help improve your customer service
- The fallacy of community
- WOM Tip #160: Make your swag more useful
- The 8 essential word of mouth training books
- WOM Tip #194: Even billing can be an opportunity to make a new fan
How to listen for unexpected topics
[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] Some of your best word of mouth topics may not be the ones you planned for — and that’s OK. Organic word of mouth usually happens…