This is a guest post from Douglas Atkin, CEO at The Glue Project and author of “The Culting of Brands.” “What are the top five pieces of advice you’d give to new community leaders?” “What are the five things you wished you’d known when you started out?” I’ve been asking these questions of community leaders a…
Word of Mouth Tip #24: Ask for feedback after every sale
Always, always, always ask for feedback. Do it after every sale. Include it with your invoices, your product shipments, or your follow-up calls to clients. Doing this will help you: Identify problems early — if something is broken, how will you know unless you ask? Give angry customers a place to vent — give them…
Video: How Sabre Holdings motivated employees to engage with their community of fans
Building a community for your fans to connect and share feedback is a great way to keep customers talking about your brand. In this video, travel technology company Sabre Holdings shares how they already had a growing community of airline customers — but they were missing an opportunity with their community members: employee engagement. The…
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3 actions to battle customer experience fatigue
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. There is now a dizzying proliferation of content, information, and resulting confusion for a leader trying to understand “customer experience.” There…
Word of Mouth Tip #115: The faster you respond to angry customers, the quicker they become fans
When it comes to negative word of mouth, time is not on your side. A quick response — even if it’s just to say you’re aware of the problem and are working on it — can go a long ways toward calming an upset customer. That’s what UPS did when Andy Jankowski tweeted them about…
