Tag Archives: customer loyalty

How to become a Customer Action Hero

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. All the money in the world that you throw at that Net Promoter survey won’t do any good if…

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The power of why

This is a guest post from Spike Jones — Group Director of Engagement at WCG 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. We ask so much of our customers on social media….

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Beloved companies deliver what customers desire

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. The Journal of Consumer Research says in its article, “The Fire of Desire: A Multisited Inquiry in Consumer Passion,”…

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3 ways to get your regulars to spread word of mouth

[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.] Sometimes your company’s biggest fans aren’t talking about you. Why? That new customer excitement has turned into return customer loyalty — which is still…

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6 ways to transform your competitor’s “bad” customers into your “great” customers

This is a guest post from Jeff Frank, owner of Simplicity Sofas — a company that designs and manufactures furniture for small rooms and narrow entranceways. Recently I read an article entitled Fire Your “Bad” Customers and Send Them to a Competitor by Noel Peebles who begins the article by saying, “Let’s face it; some…

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Protect your ambassadors

This is a guest post from Spike Jones — Group Director of Engagement at WCG 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. Ambassadors. They go by many different names these days. Some…

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Why a culture of belief is crucial to customer loyalty

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. Too often in our daily lives, it feels as if businesses hold all the cards. As employees, we are penned in…

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Emotional Loyalty vs. Transactional Loyalty

This is a guest post from Douglas Atkin, CEO at The Glue Project and author of “The Culting of Brands.” The distinction between these two kinds of loyalty came home to me last summer when I was participating in a brainstorming session on behalf of a major Big Box retailer. They wanted to develop a loyalty…

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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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The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

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The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

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