[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.] As word of mouth marketers, it’s our job to give our talkers something worth talking about. All recommendations, referrals, and conversations are based on this…
Tag Archives: customer service
Rob La Gesse: How to inspire word of mouth with customer service
11:55 — Erin McDaniel introduces Rackspace‘s Director of Social Media, Rob La Gesse. 11:56 — How can you help your customers? You have to know who they are. Not their demographic, but who they personally are. 11:59– Find opportunities to WOW your customers. This creates a chance to create a memorable experience that will help spread WOM. 12:02– Example. Rackspace…
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How to inspire word of mouth with customer service
We’re bringing together an incredible group of word of mouth marketers for our Word of Mouth Crash Course in Austin on May 10. We’re featuring 12 how-to classes, 12 real-world case studies, and 6 brilliant authors – all in one thrilling day. Rob La Gesse, Rackspace’s Director of Social Media, is one of our amazing…
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How Headsets.com grew from zero to $30 million with word of mouth
We’re bringing together an incredible group of word of mouth marketers for our Word of Mouth Crash Course in Austin on May 10. We’re featuring 12 how-to classes, 12 real-world case studies, and 6 brilliant authors – all in one thrilling day. One of our speakers is entrepreneur Mike Faith, whose Headsets.com has grown from…
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How premium brands like Lexus, AmEx, and Apple are making profits by making love
These days, it’s simply not enough to manufacture a good product. Those are the table stakes. If you make an inferior product, no amount of marketing can save you from the painful truth that will spread faster than you can say, “tweet tweet.” That said, in categories with several high quality options, the winners like…
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3 ways Headsets.com changed their culture to focus on earning word of mouth
Market research on the customer base of my business, Headsets.com, tells me that we earn over 9% of our new business through word of mouth recommendations (WOM). When you consider that most companies’ bottom line profit is less than 9% of sales, that’s an important slice of income. Our WOM strategy began in 2000. We…
5 real-life examples of how to convert almost any situation into positive word of mouth
Simplicity Sofas is a furniture manufacturer who sells products direct to consumers through our website. Our marketing program relies heavily on word of mouth. We routinely convert problems, mistakes, unreasonable demands, surprise gifts, routine procedures, and anything else that happens into opportunities to amaze and delight our customers. Since we conduct our business through e-commerce,…
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