Come to our upcoming BlogWell: How Big Brands Use Social Media conference in San Francisco to hear Farmers Insurance, Rogers Communications, Target, Yahoo!, NVIDIA, Hitachi Data Systems, Verizon, and Autodesk share 8 great case studies on corporate social media.
This event is all about how big brands use social media. No agencies, no startups — just big companies sharing what they’ve learned. You’ll get practical, how-to advice on developing your social strategy, scaling your program, driving sales, engaging internal and external audiences, and measuring it all.
You’ll ask questions, discover new ideas, and learn how to make your social media program phenomenal — all in one fantastic afternoon for just $250.
…and you’ll experience a bunch of great case studies, like this one from our BlogWell in Atlanta:
[Welcome back to the You Can Be a Word of Mouth Marketing Supergenius! newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.]
As we often say, every brand experiences negative feedback. But it’s how you handle it that separates you from everyone else. If you’re willing to engage genuinely and honestly, you can expect one of these three positive results:
1. Love
2. Respect
3. Truth
1. Love
The response you should always aim for is to turn a former critic into a loyal, adoring fan. By acting quickly and making things right, you’ll get customers posting things like, “I love these guys. They saw my problem, approached me, and fixed it.” An upset customer might talk to five people, but a formerly upset customer you win over will talk to 10 times as many.
2. Respect
If you can’t earn their love, you should at least work to win their respect. You won’t always be able to fix every problem, but a genuine effort can still turn the conversation around. In this scenario, you’re looking for a response like, “They couldn’t fix my problem, but they came to me and tried to help. I respect them for it.”
3. Truth
Finally, sometimes you’ll find yourself dealing with someone who just can’t be reasoned with. When this happens, it’s not the attacker you’re trying to speak to, it’s everyone else following along. If you make an honest attempt to fix the problem, everyone else will see the critic being unfair and know you tried to do the right thing.
[Welcome back to the You Can Be a Word of Mouth Marketing Supergenius! newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.]
When you’re just getting started with word of mouth, we recommend you start with classic, reliable ways to get people talking. What to focus on:
1. Keeping it personal
2. Offering an unexpected perk
3. Delivering extra-special service
1. Keeping it personal
Personalized service makes us feel special and valued, and it gives us a great reason to talk. Build this into your process by focusing on the basics: Send hand-written notes, speak to them like a human, and find personalized ways to say thanks. Most of your competitors aren’t doing this, which means you’ve got a big opportunity here.
2. Offering an unexpected perk
Plan to surprise your customers with an unexpected perk. Restaurants should have a dessert to sample, online retailers should add an extra something to their shipments, and service companies should plan to do a little extra when they’re on the job. Your talkers are busy and it’s hard to get their attention — so you need to learn how to surprise them.
3. Delivering extra-special service
Fantastic service that thrills your customers — the kind where you do something unbelievably amazing — never fails to get people talking. For quick inspiration, think about the Southwest pilot who ordered pizza for the entire flight during an extended delay on the tarmac. Just a few of these remarkable moments can jump-start some fantastic word of mouth for you.
Come to our upcoming BlogWell: How Big Brands Use Social Media conference in Atlanta to hear UPS, The Home Depot, Coca-Cola, Solo Cup, Newell Rubbermaid, NCR Corporation, DeVry University, and Georgia-Pacific share 8 great case studies on corporate social media.
You’ll learn how to get started, get past roadblocks, and make your social media program phenomenal — all in one afternoon, for just $250.
You’ll get practical, how-to advice on creating great content, getting management buy-in, educating employees, simple and ethical disclosure, and engaging fans. You’ll ask questions, discover new ideas, and get answers from people who have been there, done that — all in four hours.
…and you’ll experience a bunch of great case studies, like this one from our BlogWell in San Francisco:
This is GasPedal's blog about all things word of mouth marketing. We cover everything from the best word of mouth case studies to the latest research, focusing on the practical ideas you can use to get your fans talking about you.
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Come to our upcoming BlogWell: How Big Brands Use Social Media conference in San Francisco to hear Farmers Insurance, Rogers Communications, Target, Yahoo!, NVIDIA, Hitachi Data Systems, Verizon, and Autodesk share 8 great case studies on corporate social media.
