Tag Archives: apologizing

WOM Tip #405: Make fixing your mistakes a big deal

Negative feedback isn’t always a bad thing. Sometimes it presents a great opportunity to do something remarkable for your customers. For example, when Chef Boyardee got rid of their cans with pop-top lids to save a little money, they didn’t realize it would be such a disappointment to their fans. But after bringing back the…

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3 reasons to proactively apologize to customers

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] Southwest Airlines has an employee with the sole job of apologizing to customers when things don’t go as planned, whether that’s a delayed flight…

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How do you recover customer goodwill?

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. When things go wrong, are you nimble enough to: Spring into action Identify the issue Plan a recovery Implement…

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4 qualities of great word of mouth marketers

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] Word of mouth is people-driven. Cool technology, exciting announcements, and one-off campaigns may spark conversations, but it’s people who keep them going. People, not…

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Featured Downloads

Download: “The Difference Map” by Bernadette Jiwa

We’re big fans of author of The Fortune Cookie Principle and TEDx speaker Bernadette Jiwa, who says that good marketing…

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The first chapter of “The Social Media Side Door” by Ian Greenleigh

Ian reveals the best ways to earn the attention of influential people using social media channels.

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9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

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3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

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The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

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10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

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