Word of Mouth Tip #121: Customer complaints are a word of mouth opportunity

Negative word of mouth, customer complaints, loud critics — we all experience them, and they represent great word of mouth opportunities.

It’s a chance to convert a critic into a fan, to make better products, to fix dumb policies, and to show off your personality.

Here’s a great example: When popular U.K. blogger October Jones posted a tweet complaining about his Sainsbury’s chicken sandwich, they promptly responded with a goofy tweet of their own.

Most brands would have ignored it — or maybe quietly responded with a generic, automated reply.

But generic replies don’t make new fans. Generic replies don’t get reposted and talked about. And generic replies don’t get featured in publications like AdWeek.


Tags: , , , , ,

Comments are closed.

Featured Downloads

Download: “The Difference Map” by Bernadette Jiwa

We’re big fans of author of The Fortune Cookie Principle and TEDx speaker Bernadette Jiwa, who says that good marketing…

Read More

The first chapter of “The Social Media Side Door” by Ian Greenleigh

Ian reveals the best ways to earn the attention of influential people using social media channels.

Read More

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More