In an increasingly connected world, it’s less about what your brand says and more about what people say about your brand. After all, that’s what word of mouth marketing is all about. In her presentation at SocialMedia.org’s Brands-Only Summit, Johnson & Johnson Director of Corporate Communications for Social Media Devon Eyer talks about how they…
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Video: How Johnson & Johnson turns influencers into talkers
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WOM Tip #501: Get someone else to tell your story
Imagine this: You’re making polite conversation with your taxi driver when he starts telling you about his only daughter who ran off to marry a man in a different country. He says he just discovered her husband is abusing her and that he’s packing his stuff to go kill her husband. That’s pretty dramatic. But…
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WOM Tip #489: Just because it’s automated doesn’t mean it can’t be friendly
We get it. You’re busy. You can’t write every customer you meet a personalized note or a special email. Some things have to be automated — and that’s OK. But that doesn’t mean you can’t show a little personality. For example, Tonx, a high-end coffee subscription service (who’s also great at helping their customers spread…
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WOM Tip #474: Help them start conversations even when they’re not about you
It’s tempting to pack every interaction you have with your customers with some kind of promotion, sale, or new product information. Don’t. Sometimes, the communications your customers will pay attention to most have nothing to do with your stuff. Sometimes it’s better just to say hi and remind them that you’re human. For example, before…
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