11:53 — Kurt Vanderah mentions charity: water http://gaspedal.com/water 11: 54 — Kurt introduces BrandBuilder‘s Olivier Blanchard. 11:54 — Olivier: ROI — the most boring topic, but it’s why you all are here. I help companies integrate social media and WOM into what they do. I’m a brand management guy. In the process of working with companies, I…
Kevin Lee: How to Work with Online Reviews — live from Word of Mouth Supergenius
11:55 — Bergen Anderson introduces Yelp.com‘s Kevin Lee. 11:56 — People are paying a lot more attention to online reviews. Here are some dos and don’ts. 11:56 — People trust folks they already know. What’s starling is that an equal proportion of people put just as much trust in what they find on a brand…
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Dana VanDen Heuvel: How to Create and Promote Your Blog — live from Word of Mouth Supergenius
11:15 — Kurt Vanderah introduces Marketing Savants‘ Dana VanDen Heuvel (and tells everyone that he hopes they had a good snack). 11:16 — It’s 2010 – why are we talking about blogging? Wasn’t this what we talked about in 2003? We built one of the first blogs for WOMMA a few years ago. 11:17 —…
Martin Atkins: How to Create Offline Word of Mouth — live from Word of Mouth Supergenius
11:15 — Bergen Anderson introduces Tour:Smart author, Martin Atkins. 11:16 — Strategies to create offline WOM. 11:16 — Before we get offline, online. Practice Japanese table manners online and off! One of these is that you don’t pour your own drink. How do you get someone to pour your own drink online? 11:17 — A…
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Brendan Hart: How to be Awesome on Twitter and Facebook — live from Word of Mouth Supergenius
11:15 — Cale Johnson introduces National Geographic‘s Brendan Hart. 11:16 — Brendan starts his session on how to be awesome on Twitter and Facebook. Some key questions: 1. How do I grow my followers? 2. What kind of content should I post? 3. What’s the point? 11:17 — Conversation between National Geographic and a customer now…
Andy Sernovitz: How to Stay Ethical and Out of Trouble — live from Word of Mouth Supergenius
10:15 — Bergen Anderson introduces GasPedal‘s CEO, Andy Sernovitz. 10:16 — “This is our serious lesson. This is the important stuff.” We always have an ethics talk because WOM is all about trust. You can’t start open honest communications by lying to people. 10:17 — Ethics is the foundation you build a WOM program on. …
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Lindsay Lebresco: How to Respond to Feedback, Posts, Comments, and Tweets — live from Word of Mouth Supergenius
10:15 — Cale Johnson introduces Converseon‘s Lindsay Lebresco. 10:16 — Lindsay kicks off her session on how and when to respond in the social media space. This is a big topic and very important for brands to understand today. First and foremost, you have to listen. If you don’t listen, you won’t know what people are saying. 10:17…
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Lane Becker: How to Inspire WOM with Customer Service — live from Word of Mouth Supergenius
10:15 — Kurt Vanderah introduces Get Satisfaction‘s Lane Becker. 10:15 — Lane: We started with the seemingly crazy idea that everyone hates customer service. Customers hate getting stuck in phone trees, companies treat it as a cost, and representatives on the phone don’t like being stuck and dehumanized. Idea: What if we applied social media to…
