11:55 — Bergen Anderson introduces BrandBuilder‘s Olivier Blanchard. 11: 56 — Olivier introduces himself, and begins by talking about engagement. Vertical engagement is what we typically talk about–the brand talking to the customer, which is based on campaigns and is on message. 11:57 — Word of mouth really scales when customers are talking to each…
Supergenius Live
Allan Schoenberg: How to be Awesome on Twitter and Facebook — live from Word of Mouth Supergenius
11:15 — Jim Lovelady introduces CME Group‘s Allan Schoenberg. 11:16 — Allan: We’ve been around for many years, so we’re an example of how old dogs can learn new tricks. 11:17 — Allan shares a brief overview of how the CME Group relates to the Chicago Board of Trade and the NYMEX. When you talk…
Saul Colt: How to Create Offline Word of Mouth — live from Word of Mouth Supergenius
11:15 — Kurt Vanderah introduces Thoora‘s Saul Colt. 11:17 — Saul: I’m here today to explain how to create offline word-of-mouth. 11:18 — Saul: Word-of-mouth is doing something so interesting that people are going to have no other choice but to talk about it. 11:18 — Saul: Creating real WOM is about creating experiences. It’s…
Lane Becker: How to Inspire WOM with Customer Service — live from Word of Mouth Supergenius
10:15 — Bergen Anderson introduces Get Satisfaction‘s Lane Becker. 10:16 — Lane shows a slide, “So you’ve got these customers” and you want them to tell everyone about you. “How many of you have a community and are actively engaged in it?” 10:16 — There are 3 things to remember about customer service. 1. This…
Andy Sernovitz: How to Stay Out of Trouble: WOM Ethics, Policies, and Training — live from Word of Mouth Supergenius
10:15 — Kurt Vanderah introduces GasPedal‘s Andy Sernovitz. 10:16 — Andy: This is our safety talk, our “not screw up” talk. 10:18 — Andy says there’s a bigger purpose to this. Trust is what makes word-of-mouth work. It’s what makes social media work. You can’t start a program without people trusting you. 10:19 — Andy…
Lindsay Lebresco: How to Respond to Feedback, Posts, Comments, and Reviews — live from Word of Mouth Supergenius
10:15 — Jim Lovelady introduces Converseon‘s Lindsay Lebresco. 10:16 — Lindsay explains how she’s only recently on the agency side, and for 10 years worked in corporate communications at Graco Children’s Products. 10:16 — Lindsay shows a picture of a one-star review, or a negative comment — or, perhaps, a whole site dedicated to how…
Spike Jones: How to Create a Fan Community — live from Word of Mouth Supergenius
9:35 — Kurt Vanderah introduces Spike Jones, Brains On Fire‘s Firestarter. 9:37 — Spike shows a clip of a woman singing a Fiskars carol. 9:39 — It’s about people, not technology. 9:40 — Brains on Fire creates movements as opposed to campaigns, something that lasts forever, not for just a moment. Movements are a volume…
