“Trust is often your first filter,” Don Peppers, author of Extreme Trust: Honesty as a Competitive Advantage, tells us. No one wants to hang out with someone they don’t trust. The same goes for your customers. In his presentation at SocialMedia.org’s Brands-Only Summit, Don talks about why earning trust and being transparent is not only…
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How do you deliver a reliable experience?
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Customer success is about uniting the company and delivering a reliable experience that your customers want to have…
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How Disney says, “I’m sorry”
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. It’s inevitable… we’re going to make a mistake or disappoint a customer. And while Love Story might have told us that “love means never…
WOM Tip #479: Bold is better
Doing something bold is risky. It makes you vulnerable, and it can get personal — but it also gets noticed. Average marketing is safe, easy, and often ignored. Average is emailing your boss a resignation letter. Bold is writing it in icing on a cake you made for the whole office. That’s what one man…
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Video: Why passion sparks word of mouth
One key point on word of mouth marketing: “It’s about people, stupid,” says Brains on Fire President Robbin Phillips. The focus shouldn’t be on the product or the sales data. It should be on human beings and what they care about. In her book, The Passion Conversation, Robbin says you have to understand people’s passions…
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