[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.] From plot twists in their favorite show to the prize in the bottom of the cereal box, people love talking about the unexpected. You…
Tag Archives: delight
In praise of the surprise and delight
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. I’m a huge proponent of the good ol’ marketing tactic…
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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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WOM Tip #197: Apologize with personality
At some point, you’re going to disappoint a customer. And while you want to give them the best experience every time, mistakes also make for fantastic opportunities to earn great word of mouth. So when something’s broken, don’t just fix it. Fix it and then do something remarkable. Recently, one of Mini’s servers went haywire…
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The Captain and the Fork
This is a guest post from Todd Alexander, Brand Evangelist and EVP for Kreber. I was boarding my flight from New Orleans to Chicago today on flight #1068. While I was in the jetway, I saw the Southwest Airlines Captain (Paul) leaving the plane for the terminal during his 40 minute layover. I figured he had…
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Video: How Costco creates topics that drive long-term word of mouth
Have you seen the latest Costco commercial? No? That’s because they don’t exist — Costco runs on a business model that is fueled by word of mouth. Usually when people think of Costco they think of buying in bulk — but after a while, that becomes old news and customers need a new reason to…
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