You’ve probably already heard of the Net Promoter Score (NPS), a metric based on the simple question, “How likely are your customers to recommend your company to their friends and families?” It’s helped companies determine how they’re doing through their customers’ eyes for years. But where does NPS fit in with social media? According to…
Tag Archives: social media
Blog
May 23, 2014
Video: How likely are your social media fans to refer you to a friend?
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Blog, newsletter
May 13, 2014
Why useful is remarkable
[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.] We love viral stunts and funny ads as much as the next person. But there’s a more sustainable way to get your customers to…
Video: How USAA built buzz for an internal training program
Company training programs aren’t usually that exciting — even less exciting, an email announcing new company policies. So when USAA rolled out their new initiative to get everyone in the company involved in social media, they didn’t do it the traditional way. Instead, USAA Director of Social Communities and Advocacy Julie Finlay says they created…
Video: How RadioShack fueled word of mouth during the Super Bowl
Social media is a noisy place during the Super Bowl. Every commercial has a hashtag, every armchair quarterback has an opinion to tweet, and everyone’s trying to stay on top of what’s trending. According to Cosmin Ghiurau, Director of Social Media Marketing for RadioShack, they planned to beat the noise with a social media command…
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Video: How BMW turns fans into brand advocates
Have you ever had a fan wear so much of your branded clothing that it looks like they work for your company? What about a fan that could tell what year your product was made by its smell? BMW does. And they decided to do something for these fans that would turn them into loyal…
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Video: How UnitedHealth Group meets their customers where conversations are happening
One fundamental word of mouth tip: Go where your customers are talking about you. That can mean attending local events, hopping on discussion forums — or if you’re UnitedHealth Group, getting involved on Twitter. But for a regulated industry like healthcare, that’s easier said than done. UnitedHealth Group’s Senior Manager of Communications, Rachel Medina, describes…
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Video: How AT&T helps their employees become social advocates
Did you know that 77 percent of people are more likely to buy a product if they hear about it from someone they trust? With the potential to have over 80,000 employees active in their social media program, that’s a lot of people who can spread the word about AT&T. The problem: Only about eight…
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Blog
March 20, 2014
We have to earn our audience’s attention
This is a guest post from Drew McLellan, CEO and Top Dog at McLellan Marketing Group. See the original post this is adapted from and more like it on his blog. We have to earn our audience’s attention. Let’s see how you’re doing at that. If you own or run a business, I’d like to you…
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