No brand is safe from experiencing negative feedback — everyone has critics. But it’s how you handle the criticism that separates you from everyone else. People appreciate honesty, and if you’re willing to engage genuinely with your unhappy customers, you can earn their love and respect right back. In the video below, Rogers Communications’ Keith…
Case Studies
Video: Rogers Communications’ Keith McArthur on how they’re turning their harshest critics into brand ambassadors
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Video: How PrintingForLess.com creates fan loyalty through customer service
In any business, there are a lot of risky investments — but great customer service isn’t one of them. Thrilling customers with incredible service will never go out of style or succumb to the whims of a market. It’s a sure-fire way of earning word of mouth from your customers. The more you invest in…
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Video: Level 3’s Ben Bacon on how they took the “blah” out of corporate blogging
Back in the day, every time a company started a blog, it got people talking. But now that everyone has one, it takes a lot to get noticed, to build an audience, and to create something remarkable. In this video from our sister brand‘s BlogWell conference series, Level 3 Communications’ Ben Bacon shares a case study…
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Video: Clorox’s Greg Piche on how they’re working with fans to create new products
Your fans represent an army of potential product designers, customer experience innovators, taste-testers, and “aha” idea suggesters. But how do you do it? It can be hard enough just to get busy customers to leave a review — how do you get this much participation from them? In the video below, The Clorox Company’s Greg Piche shares…
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How WindsorONE is Creating Amazing BtoB Word of Mouth, presented by Craig Flynn & Brian Bunt
WindsorONE makes lumber used for trim boards and moldings — and they’re fantastic at creating word of mouth. In this case study, WindsorONE’s Craig Flynn and Brian Bunt share how they transformed their boring lumber BtoB company into an exciting word of mouth topic. They discuss 12 of their “spaghetti throws” (word of mouth ideas…
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How Maker’s Mark is Turning Customers into Lifelong Brand Ambassadors, presented by Todd Spencer
Maker’s Mark’s ambassador program is one of the most incredible fan clubs of all time, boasting hundreds of thousands of loyal members. In this video, you’ll learn about the word of mouth principles that drive the legendary program, how it’s all run, the unique perks of the membership, and most importantly — what motivates the…
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How this BtoB lumber company saves $250,000 a year on ads by earning word of mouth
Any business, selling any product, in any industry can earn word of mouth. Sure, it’s easier for some brands and some products — but every day we see someone doing it for ketchup, duct tape, and razor blades. WindsorONE is one of our favorite examples of this. They’re a BtoB company, they sell trim boards,…
