Tag Archives: negative feedback

Word of Mouth Tip #121: Customer complaints are a word of mouth opportunity

Negative word of mouth, customer complaints, loud critics — we all experience them, and they represent great word of mouth opportunities. It’s a chance to convert a critic into a fan, to make better products, to fix dumb policies, and to show off your personality. Here’s a great example: When popular U.K. blogger October Jones…

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6 ways to turn a critic into a fan

[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.] Critics are just potential fans that haven’t been won over yet. They represent opportunities — and if you can make them happy, they’ll tell the world…

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5 defenses against negative 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.] Everyone experiences negative word of mouth. Even the most beloved companies in the world make mistakes. Your job is to actively respond to negative word…

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Video: Rogers Communications’ Keith McArthur on how they’re turning their harshest critics into brand ambassadors

No brand is safe from experiencing negative feedback — everyone has critics. But it’s how you handle the criticism that separates you from everyone else. People appreciate honesty, and if you’re willing to engage genuinely with your unhappy customers, you can earn their love and respect right back. In the video below, Rogers Communications’ Keith…

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How to respond to negative feedback: A 3-step tutorial from a taxi company

This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. I had a negative experience with a taxi service and blogged about it. Nothing too unique there — at least anymore. But, it’s exactly those types of customer expressions many companies fear: “What if they say something negative about us?” The point,…

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How Rogers Communications turns critics into fans

Our sister brand SocialMedia.org hosts the incredible BlogWell: How Big Brands Use Social Media conference series — and their next one is coming up in Chicago on July 18. BlogWell events are all about how big brands use social media. No agencies, no startups — just big companies sharing what they’ve learned. You’ll get practical, how-to…

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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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3-Minute WOM Lesson: How to respond to negative word of mouth

[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.] Negative word of mouth happens to every company. Nobody is immune. But great brands have a plan that…

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