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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.

How a lanyard inspires hotel word of mouth

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. The BIG stuff in customer experience is obvious. At a hotel, you need a bed, a shower, etc. That’s clear. But it’s the little details that show you care and the little details that create the word of mouth that grows…

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How to run faster than the speed of light…

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. I just love this race idea and I love the marketing lesson it teaches all of us. Check out www.anythingispossible5k.com. Participants started at 1:50am on Sunday morning, November 4th for a 5K. Then, because the clocks fell back at 2:00am due…

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How Merrell Shoes generates word of mouth with customer service

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. A Shoe Story I have wide feet. Finding comfortable shoes isn’t always easy. A few years ago, a friend turned me on to Merrell and I bought two pairs of the World Legend (one brown, one black) for work. Hands down,…

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The Wizards of word of mouth marketing

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. The art of word of mouth generation lies in recognizing when a small effort that costs you little or nothing can have a big impact — and will give someone a reason to talk about you. I took my son to…

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How Delta is creating raving fans with “Middle Seat Mondays”

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. Raving Fan Tom Siegman sent me this gem a while back. It’s further proof that: Any touchpoint can become a remarkable experience Thinking about how you want people to FEEL is smart marketing If you do both of those, people will…

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Is your first impression an awesome one?

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. Usually when you walk into a professional services firm’s office, it’s pretty standard, staid, and shall we say “unremarkable.” Not so at Hagerty Consulting. There, you are greeted by a hand-drawn Comic of the Day and a “Faces of Hagerty” collage,…

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How to respond to negative feedback: A 3-step tutorial from a taxi company

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. I had a negative experience with a taxi service and blogged about it. Nothing too unique there — at least anymore. But, it’s exactly those types of customer expressions many companies fear: “What if they say something negative about us?” The point,…

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How to turn new employees into raving fans

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. As every word of mouth practitioner knows, being remarkable is the key to marketing success. Look at all of your customer touchpoints (including Accounts Payable!) and figure out how to do them so that others make a remark about it. And become your raving fan….

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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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