Tag Archives: mistakes

When things go wrong, customers see you in the recovery

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. Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer…

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Repair the emotional connection when things go wrong

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. By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes…

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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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3 better ways to handle your mistakes and earn 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.] People love to talk about when businesses mess up. It’s why stuff like Twitter hacks go viral (and why some companies even fake them)….

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3 remarkable ways to make up for your mistakes

[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.] When you screw up, people are going to tell their friends. Fortunately, mistakes actually give you an opportunity to earn positive word of mouth….

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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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3 common word of mouth mistakes

[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.] When it comes to word of mouth marketing, there’s a lot of room for trial and error. It’s OK to experiment, to make mistakes, and…

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

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

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

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