Tag Archives: negative word of mouth
Blog, Videos February 13, 2015

Video: How Hallmark turned around negative word of mouth when Jingle “lost his bark”

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If you searched Google for Hallmark’s Jingle puppy after Christmas 2013, you’d find 2.5 star reviews on the first page of results, angry rants about it on Facebook, 20 scathing reviews on Amazon, and crying kids in YouTube videos. Woah, how did this all happen? According to Camille Lauer, Hallmark’s Social Media Manager, it’s all…

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WOM Tips June 16, 2014

WOM Tip #405: Make fixing your mistakes a big deal

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Negative feedback isn’t always a bad thing. Sometimes it presents a great opportunity to do something remarkable for your customers. For example, when Chef Boyardee got rid of their cans with pop-top lids to save a little money, they didn’t realize it would be such a disappointment to their fans. But after bringing back the…

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Blog July 24, 2013

How do you recover customer goodwill?

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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. When things go wrong, are you nimble enough to: Spring into action Identify the issue Plan a recovery Implement…

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Blog May 23, 2013

4 tips for dealing with angry customers and negative word of mouth

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This is a guest post from Andy Sernovitz — CEO of WordofMouth.org and SocialMedia.org and New York Times best-selling author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” 1. It happens to everyone, so plan for it Every company — in every industry — faces negative word of mouth. Even the most…

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Blog, Negative WOM, newsletter March 5, 2013

The 3 types of negative word of mouth

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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.] No matter how great your company is, you’re going to experience negative word of mouth. Even the most loved companies in the world get…

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Blog, WOM Tips October 15, 2012

WOM Tip #122: Stop negative word of mouth by making it really easy for upset customers to contact you

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The only thing worse than delivering a bad product, service, or experience to a customer is not making it easy for that frustrated customer to immediately tell you about it. Put a feedback form on your website. Follow up shortly after a sale to make sure they’re happy. Put the phone number of someone important…

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Blog, WOM Tips August 27, 2012

Word of Mouth Tip #115: The faster you respond to angry customers, the quicker they become fans

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When it comes to negative word of mouth, time is not on your side. A quick response — even if it’s just to say you’re aware of the problem and are working on it — can go a long ways toward calming an upset customer. That’s what UPS did when Andy Jankowski tweeted them about…

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Blog, newsletter July 31, 2012

5 defenses against negative word of mouth

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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.] 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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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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