Tag Archives: trolls
Blog October 21, 2015

Why you need a customer service response road map

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This is a guest post from Jay Baer — social media and content strategist and author of “Youtility: Why Smart Marketing is About Help not Hype.” See the original post this is adapted from and more like it on his Convince & Convert blog. Few customer complaints are personal. Still, it’s human nature to feel…

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Blog, newsletter August 25, 2015

3 types of talkers you should actively reach out to

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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.] Most of the time, your talkers will come from the everyday actions you take to be a great business — they recommend their friends…

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Blog June 25, 2015

How to hug your haters

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This is a guest post from Jay Baer — social media and content strategist and author of “Youtility: Why Smart Marketing is About Help not Hype.” See the original post this is adapted from and more like it on his Convince & Convert blog. Who needs praise and positive reviews? I’ll take a hater any…

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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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Blog, Videos July 18, 2014

Video: How to use social media for crisis management

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For most brands, social media ROI means “return on investment.” But for some brands, it also means “rescue of image.” According to Debbie Curtis-Magley, Director of SAP Cross-Cloud Social and Community at Ariba, social media can be a great tool for influencing positive word of mouth about your brand. You just have to use it…

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Blog, WOM Tips November 25, 2013

WOM Tip #214: Sometimes it’s OK to respond to trolls

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Usually, you’re better off ignoring malicious comments and feedback from people who are only trying to get attention. But not all trolls are created equal. For example, this comedian sent in a pretty ridiculous job application for Cadbury’s Global Quality Manager opening. We know it was pretty ridiculous because of Cadbury’s awesome response to the…

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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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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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