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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Word of Mouth Math: The surprising value of customer interactions
This is a guest post from Jeff Frank, owner of Simplicity Sofas — a company that designs and manufactures furniture for small rooms and narrow entranceways. True story: A few days ago one of my employees was telling me about a local diner she had been going to at least once or twice a month…
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Word of Mouth Tip #163: The more you explain, the more your fans feel connected
When you open up and take people behind the curtain, a few things happen: They trust you more, because you’re not afraid to take them behind the scenes. They criticize less, because they understand more. They offer more ideas, because they see more opportunities to help. The best part? This is pretty easy to do….
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The Wizards of word of mouth marketing
This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. The art of word of mouth generation lies in recognizing when a small effort that costs you little or nothing can have a big impact — and will give someone a reason to talk about you. I took my son to…
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Word of Mouth Tip #154: Fans can help you build anything
When it comes to this word of mouth stuff, we see a lot of BtoB marketers throw their hands in the air and say these ideas will only work for the BtoC folks. But BtoB brands can have just as much fun. Take Caterpillar, for example. They’re not exactly what you would call a sexy…
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Earn the sale by telling a story worth sharing
It’s often forgotten how the power of story can serve as good word of mouth marketing — and more so than that, how word of mouth can help move the sales process forward and close new business! Think it through… It’s pretty typical for Mike the salesperson to do the ‘ol “show up and throw…
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