Tag Archives: customer service
Blog, newsletter, Videos March 27, 2012

6 tips from Tony Hsieh on how Zappos delivers happiness

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[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.] Zappos has earned fantastic word of mouth by delivering incredible customer service. They’ve got an amazing 365-day return policy, they send customers flowers, and in…

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Blog, Case Studies March 22, 2012

How UPS is Mastering Customer Service with Social Media, presented by Debbie Curtis-Magley

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One of the fundamentals to keeping customers happy is by providing excellent customer service. This presentation from UPS‘ Manager of Corporate PR, Debbie Curtis-Magley, focuses on how to deliver excellent customer service on Facebook and Twitter. Debbie shares the ups and down of their experiences and concludes with their five important lessons learned. A few…

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Blog March 22, 2012

How to join conversations about your brand

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When people are talking about you, it’s OK to participate. In fact, it’s expected. A great response program can turn around any bad conversations and amplify the good ones. But how do you develop a great response program? How do you know which conversations to respond to and which to ignore? How do you help…

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Blog March 21, 2012

Becoming a Talkable Brand, presented by John Moore

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This presentation is from Marketingologist John Moore about the breakdown of “WOM-ology” and how to make your brand word of mouth-worthy. Sure, advertising will promote your product, and people may talk about a brilliant advertising campaign, but they will never advocate an ad the way they advocate a product they love. A few of the…

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Blog, Case Studies, Events February 8, 2012

How UPS uses social media for customer service — live from BlogWell

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Come to our upcoming BlogWell: How Big Brands Use Social Media conference in San Francisco to hear Farmers Insurance, Rogers Communications, Target, Yahoo!, NVIDIA, Hitachi Data Systems, Verizon, and Autodesk share 8 great case studies on corporate social media. This event is all about how big brands use social media. No agencies, no startups —…

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newsletter December 13, 2011

3-Minute WOM Lesson: Why negative feedback handled well is always a win

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[Welcome back to the You Can Be a Word of Mouth Marketing Supergenius! newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] As we often say, every brand experiences negative feedback. But it’s how you handle it that separates you…

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newsletter October 25, 2011

3-Minute WOM Lesson: Three classics that always get people talking

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[Welcome back to the You Can Be a Word of Mouth Marketing Supergenius! newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] When you’re just getting started with word of mouth, we recommend you start with classic, reliable ways to…

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Case Studies October 12, 2011

How Kaiser Permanente built a social network to drive fantastic customer service — live from BlogWell

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Come to our upcoming BlogWell: How Big Brands Use Social Media conference in Atlanta to hear UPS, The Home Depot, Coca-Cola, Solo Cup, Newell Rubbermaid, NCR Corporation, DeVry University, and Georgia-Pacific share 8 great case studies on corporate social media. You’ll learn how to get started, get past roadblocks, and make your social media program…

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Featured Downloads
Blog May 24, 2013

9 Things to Share That Start Conversations

By WordofMouth.org Editor

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

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Blog May 10, 2013

3 Must-Use Word of Mouth Marketing Tools

By WordofMouth.org Editor

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

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Blog April 26, 2013

The Top Four Tips for Multiplying Your Word of Mouth

By WordofMouth.org Editor

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

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Articles January 11, 2013

10 Ways to Turn Around Negative Word of Mouth

By WordofMouth.org Editor

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

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Downloads August 24, 2012

The New Topics Worksheet

By WordofMouth.org Editor

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

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Blog July 20, 2012

The Word of Mouth Action Plan

By WordofMouth.org Editor

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

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