Word-of-Mouth

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• I Love How I Hate You
  It strikes fear in the hearts of marketers worldwide: the dreaded online consumer complaint that goes viral. What's a good company to do when one angry customer threatens to destroy ...
  Customer Behavior, Customer Loyalty, Customer Relationships, Word-of-Mouth
• Yes, It's Viral, but I'm not Afraid
  This time of year, the word "viral" strikes fear in the best of us. Images of flu viruses ready to attack spring to mind. (Shudder.) But that word holds a scary ...
  B2B Marketing, Measurement, Sales, Videos, Word-of-Mouth
• Is This Stamp-Worthy?
  "Stamps (remember those?) make direct mail work," says Seth Godin in a post at his blog. "Because it costs money to send a piece of junk mail, you'll think two ...
  Email Lists, Email Marketing, Word-of-Mouth
• Marketers: Don't Just Buy Media—Earn It!Ben Straley
  Want to get started with an effective earned-media marketing program? Here are three tips for launching, measuring, and monetizing a low-cost earned-media program that will drive a surge in online ...
  Advertising, Customer Engagement, Interactive Marketing, Measurement, Social Media, Videos, Web Content, Websites, Word-of-Mouth, YouTube
• Living Your Brand Includes Telephone Calls, Too!Elaine Fogel
  I had two crummy telephone experiences recently -- both to my home number and both leaving a poor brand impression. These telephone reps, who make and receive calls on behalf ...
  Content, Research, Word-of-Mouth
• FTC Requires Bloggers to Come Clean
  New FTC guidelines will affect marketers who use blogs, Facebook, Twitter, and the like for word-of-mouth and viral campaigns, starting Dec. 1.
  Blogging, Facebook, Social Media, Twitter, Word-of-Mouth
• It's a Secret (Wink, Wink)
  According to The Wrap, ABC has chosen an unorthodox way to promote a new comedy on its fall schedule—by keeping it hush-hush. "The network is offering the sneak peak of ...
  Community, Facebook, Marketing Inspiration, Social Networking, Twitter, Word-of-Mouth
• Relevancy, Discounts Matter Most to Women
  Relevancy matters to women when receiving marketing communications. More than half (58%) of respondents in a recent survey said they want information that pertains to their lifestyle or relates to ...
  Customer Behavior, Research Summaries, Segmentation, Survey Data, Women, Word-of-Mouth
• I Don't Care What You Think, I Call a Do-Over
  It's going to happen sooner or later—a misprint will offer your product or service for a ridiculously low price that's too good to be true. Not long ago, writes Jackie ...
  Customer Relationships, Small Business, Twitter, Word-of-Mouth
• Oh, No, Not Her Again!
  "Eighty-seven-year-old Gladys has a reputation among her fellow retirement community members," write Marilyn Shuttle and Lori Jo Vest in the first chapter of Who's Your Gladys? "She's known as a ...
  Customer Behavior, Customer Service, Small Business, Word-of-Mouth
• Moms, Media, and Marketing
  Women with children at home are more likely to use Facebook, MySpace, and Twitter than average adults, according to a newly released survey. They're big on word-of-mouth, and some 15.3% ...
  Advertising, Facebook, MySpace, Promotions, Research Summaries, Twitter, Women, Word-of-Mouth
• I Get Sentimental
  "The rise of blogs and social networks has fueled a bull market in personal opinion: reviews, ratings, recommendations and other forms of online expression," writes Alex Wright in a recent ...
  Customer Satisfaction, Marketing Analytics, Social Networking, Word-of-Mouth
• Oh, No You Don't!
  When David Meerman Scott signed up for email alerts about launches and events at the Kennedy Space Center, he didn't expect getaway offers from Delaware North Companies Parks & Resorts, ...
  Blogging, Email Marketing, Marketing Tips, Word-of-Mouth
• WoM Marketing Still Growing, but More Slowly
  Spending on word-of-mouth (WoM) marketing slowed in 2008, nevertheless increasing 14.2%, to $1.54 billion. It is on pace to increase another 10.2% in 2009, placing WoM among the fastest-growing advertising ...
  Advertising, Customer Behavior, Google, Recession, Research Summaries, Word-of-Mouth
• Case Study: How Domino's Managed a Viral Video NightmareKimberly Smith
  What do you do when potentially devastating information about your company goes hyper-viral online, reaching millions of people essentially overnight?
• You Broke It, You Fix It
  "While Dave Carroll was flying from Nova Scotia to Nebraska he had his Taylor guitar ruined," says the Huffington Post. "After a protracted attempt to get United to pay for ...
  Customer Service, Marketing Inspiration, Word-of-Mouth, YouTube
• This Business Ain't for the Birds
  OK, we admit it: For a platform as popular as it's become, Twitter's surprisingly hard to understand to the untrained eye. What are all those messages? IMs? Forum discussions? Public ...
  Interactive Marketing, Social Media, Twitter, Word-of-Mouth
• The New Downside of 24/7
  Who's that bleary-eyed chap in the corner? Why, he's the CMO who stayed up all weekend conducting WOM (word-of-mouth) damage-control—after one bad Saturday-morning customer tweet. Welcome to the new downside ...
  Blogging, Customer Behavior, Twitter, Word-of-Mouth, YouTube
• Stop! I'm Blushing!
  Most independent automotive repair shops yearn for a steady supply of positive reviews at sites like Yelp.com. But Yuki Import Service of Los Angeles has placed a few prominent signs ...
  Customer Satisfaction, Marketing Inspiration, Referrals, Word-of-Mouth
• Stellar Viral Videos, Pt. II
  Last week, we showed you some cool makeup vids as an example of how viral videos can rack in the mega-bucks. This time, we offer a sample of how a ...
  Collaboration, Interactive Marketing, Social Media, Videos, Word-of-Mouth