Tag: word of mouth

What to do When You Make an Online Mistake

Whether managing your personal account or updating an employer or client account you’re responsible for, making an online mistake can be embarrassing to say the least. Online mistakes can also be costly in terms of damage done to an individual or firm’s reputation. As many celebrities and newsies have discovered sometimes what they felt was an innocuous statement can become quickly controversial and viral.

A client recently asked me how to deal with an error that went out in a post. There is no “easy answer” to this type of question, of course. The answer is really “it depends.”  It depends on what the “oops” was, how many people are likely to see it, what the potential negative ramifications might be and–importantly–whether a follow up message might bring more attention to the issue rather than defusing it. Believe it or not Continue reading “What to do When You Make an Online Mistake”

Spread the Word – You’ll Get Exceptional Customer Service at Road Ranger!

On a recent shopping excursion with my friend Mary she told me about a phenomenal service experience she recently had while on a trip with her mother. They had stopped at McDonald’s and Mary, who prefers Coke products, found that Coke was temporarily unavailable. So, she decided to walk across the parking lot to a nearby gas station – Road Ranger.

She got her Diet Coke and then found that there were long lines at the counter so  Continue reading “Spread the Word – You’ll Get Exceptional Customer Service at Road Ranger!”

Why Pinterest Works for Users and Brands

I was engaged in an online discussion recently about the value (or lack thereof) of Pinterest. It reminded me of similar discussions over the years about various technologies and tools that crop up on an increasingly frequent basis. I wouldn’t call myself an early adopter but I do like to keep up-to-date and experiment with new communication tools particularly. Recently I’ve experimented with Google+, Quora and Pinterest. Pinterest, for me anyway, Continue reading “Why Pinterest Works for Users and Brands”

Bzzzzz – Wrinkle free – free!

This morning as I was applying my L’Oreal Revitalift which I received in the mail free (more about this later) I was struck by the brilliant use of word-of-mouth (WOM) marketing that the company I got it from has capitalized on.

I’m a BzzAgent. BzzAgents Continue reading “Bzzzzz – Wrinkle free – free!”

Spread the word! It’s all about word of mouth.

When it comes to making an impact on consumer buying decisions, word-of-mouth (WOM) matters. In fact, a recent study demonstrated just how much it matters. BIGresearch’s “Simultaneous Media Usage Study” (SIMM12), explored how U.S. consumers believed word-of-mouth influenced their purchases in various product categories.

While some categories were reported as being more highly impacted than others, the lowest Continue reading “Spread the word! It’s all about word of mouth.”

Yes, Price Matters – Duh!

You can talk all you want about the “value proposition” and about how consumers don’t *really* make purchase decisions based on price, but when it gets right down to it, guess what – they do. Don’t you?

All else being equal (ALL ELSE BEING EQUAL in the opinion of the consumer, whose opinion is the only opinion that counts), price matters. Of course it does. Why would Continue reading “Yes, Price Matters – Duh!”