Most public transportation services have a chocolate problem — everyone’s already heard of them and there’s not much else to talk about. For example, buying a subway ticket is a mundane, daily occurrence for some commuters in Moscow. But to celebrate their country hosting the 2014 Winter Olympics, Moscow’s subway systems installed a machine that…
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WOM Tip #388: Go where people aren’t expecting to see you
Chips, candy, and soft drinks usually dominate vending machines. They fit the bill for the impulsive decisions you can make with a few dollars. But if you’re in Chicago, you might see something different popping up next to the junk food: Healthy vending machines. Farmer’s Fridge is a startup creating vending machines that dispense fresh…
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How likely are you to recommend us to a friend?
This is a guest post from Andy Sernovitz — CEO of WordofMouth.org and SocialMedia.org and New York Times bestselling author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” That question may be the most important question you can ask — and the business innovation of the decade. It comes from Fred Reichheld‘s…
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Embracing fans of a service company
This is a guest post from Spike Jones — SVP, Managing Director SW Region at Edelman Digital and co-author of the book Brains on Fire: Igniting Powerful, Sustainable Word of Mouth Movements. See the original post this is adapted from and more like it on his blog. I’ve had the honor of doing a webinar…
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WOM Tip #321: Hide fun stuff for customers to find
A 404 error page can be a frustrating place to land when you find a broken link or a missing page on a company’s site. But if that page makes you smile, maybe it’s not so frustrating after all. Maybe it’s something you would tell a friend about. That’s why some companies have chosen to…
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How the process adds (mega) value to the product
This guest post is from Andy Nulman — President of Just for Laughs and author of “Pow! Right Between the Eyes: Profiting from the Power of Surprise.” See the original post this was adapted from and more like it on his blog. Despite the fact that I convinced myself and countless others that I was “all art-ed…
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WOM Tip #329: Unique customer services are worth talking about — even if they’re small
We’ve all heard those stories of companies bending over backwards to provide a wow-worthy customer experience. But let’s face it: While fantastic customer service is crucial for a remarkable business, not everyone can be The Ritz-Carlton. Luckily, you can still do amazing stuff for your customers without pouring all of your resources into concierge-level service….
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