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About Spike Jones

Spike Jones is a results-proven communications professional, specializing in digital and offline word of mouth marketing. With more than 15 years of experience, the career path goes something like this: Baylor University; a decade at Brains on Fire; SVP of the Customer Experience team at Fleishman-Hillard; Group Director, Engagement at WCG; and now SVP, Managing Director SW Region at Edelman Digital. Spike is also a co-author of the book Brains on Fire: Igniting Powerful, Sustainable, Word of Mouth Movements.

50 small things to help improve your customer service

This is a guest post from Greg Meyer, a member of the Customer WOW team at Desk.com. “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably improve service in any company. In my experience, there are a number of these small actions that, when evangelized through a support…

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Be more awesome by following up

This is a guest post from Greg Meyer, a member of the Customer WOW team at Desk.com. Photo by Steve Bahcall. The single most important thing you can do to increase customer value is to follow up on the things you said you would you do the last time you talked to the customer. In…

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How to hire customer service superheroes

This is a guest post from Greg Meyer, a member of the Customer WOW team at Desk.com. Photo by Andrew Becraft. Say you’re going to start a company, and the first thing you want to do is provide amazing customer service. Are you going to hire the brilliant person who alienates customers? Or are you…

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Can you turn a critic into a raving fan?

This is a guest post from Greg Meyer, a member of the Customer WOW team at Desk.com. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of these questions…

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A guide to becoming a WOW-maker

This is a guest post from Greg Meyer, a member of the Customer WOW team at Desk.com. Photo by Daniel Y. Go. It’s really great to open your email and get a compliment or hear something nice that a customer posted about you or your company on social media. I call that “Customer Wow” and…

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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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