About the author: Andy Sernovitz | SmartBlogs
Andy Sernovitz is author of “Word of Mouth Marketing” and the word of mouth marketing blog/newsletter “Damn, I Wish I’d Thought of That.” Andy teaches Word of Mouth Marketing at Northwestern and the Word of Mouth Marketing Crash Course.
By Andy Sernovitz on May 23rd, 2013 | 423661 comment on this postAndy%27s+Answers%3A+3+reasons+to+thank+your+social+media+fans2013-05-23+11%3A59%3A41Andy+Sernovitzhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D42366
Showing your appreciation for your customers’ support isn’t just a nice thing to do — it’s a word-of-mouth-marketing opportunity. It’s amazing what a retweet, a Facebook share or a simple shout-out can do for your word-of-mouth when you say “thanks” to your social fans. Here are three reasons.
- Your fans will be surprised: Companies spend a lot of time worrying about negative word-of-mouth and what to do with it.
By Andy Sernovitz on May 16th, 2013 | 42069Comment on this postAndy%27s+Answers%3A+3+inspiring+ways+brands+respond+to+customer+complaints+in+social+media2013-05-16+11%3A58%3A15Andy+Sernovitzhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D42069
Negative word-of-mouth happens to everyone. No industry, brand or product is immune to it. When it happens in social media, it can feel extra painful — because it’s out there in the open for everyone to see.
But true word-of-mouth marketers know that these experiences — while sometimes frustrating and disappointing — are opportunities in disguise. They take advantage of these moments to show customers that they’re listening, that they’re human and sometimes make mistakes, and that they care enough to fix the problem.[…] Continue Reading »
By Andy Sernovitz on May 9th, 2013 | 41800Comment on this postAndy%27s+Answers%3A+3+great+ways+to+show+off+in+social+media+without+annoying+everybody2013-05-09+12%3A04%3A08Andy+Sernovitzhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D41800
No one likes a showoff.
But you’re doing all of these great things — delivering great service, selling great products and earning new fans. Wouldn’t those make for great stories to share?
Absolutely. And as a word-of-mouth and social media marketer, it’s your job to help those stories get shared. But before you e-mail everyone that news release or tweet that #humblebrag, consider how these beloved companies show off without annoying their fans and followers.[…] Continue Reading »
By Andy Sernovitz on April 25th, 2013 | 41192Comment on this postAndy%27s+Answers%3A+How+Movember%27s+movement+raised+more+than+%24100M+in+30+days2013-04-25+11%3A39%3A47Andy+Sernovitzhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D41192
Like most great word-of-mouth topics, Movember started out as a fun idea: Thirty guys decided to bring back the mustache for the month of November, and people loved it. But by the next year, they decided to turn this fun idea into a cause, which would become the biggest nongovernment funder of men’s cancer research.
In his presentation at our word-of-mouth marketing conference in Austin, Texas, Kory Klem explained how the Movember movement literally and figuratively “changed the face of men’s health” by asking men to raise money and awareness by growing a mustache and getting donations from their friends and family.[…] Continue Reading »
By Andy Sernovitz on April 18th, 2013 | 40861Comment on this postAndy%27s+Answers%3A+How+Dell+joins+conversations+about+its+brand+in+social+media2013-04-18+11%3A48%3A58Andy+Sernovitzhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D40861
Jason Duty, Dell’s director of global social outreach services, says that social media for brands is no longer the Wild West: an ungoverned, new frontier. Instead, he says, it’s more like the Blob: all encompassing, slowly taking over the world and sort of sticky when you get into it.
In his presentation at our word-of-mouth marketing conference in Austin, Texas, Duty explains that at Dell, the company finds ways to turn the Blob into a proactive customer-service tool by joining conversations people are already having about Dell.[…] Continue Reading »