For a lot of people, social media is a direct line to a company’s customer service. But what happens when that company uses social media as just another place to advertise? According to Justin Sikora, Olive Garden’s Director of Brand Building and Public Relations, that promotion-focused strategy was leaving their customers ignored and upset. To…
Your actions tell the story
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. In a world where products and services are available in a hundred variations, beloved companies get a disproportionate…
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WOM Tip #152: Ask people to help you tell your story
Austin Pets Alive! doesn’t have any spare cash to pay people to write bios and blog posts, take photos, and make videos featuring their adoptable animals. But the more content they have to tell their story, the more people they reach. That means more interest in adopting stray cats and dogs and more donations to…
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When is the wrapping better than the gift?
This is a guest post from Andy Sernovitz — CEO of WordofMouth.org and SocialMedia.org and New York Times bestselling author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” See the original post this is adapted from and more like it on his blog. Amazon gift cards come in this great metal gift box. Same gift…
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Ambassador programs: Step away from the status quo
This is a guest post from Spike Jones — SVP, Managing Director SW Region at Edelman Digital and co-author of the book Brains on Fire: Igniting Powerful, Sustainable Word of Mouth Movements. See the original post this is adapted from and more like it on his blog. I’ve come to the unfortunate conclusion that the…
