Archive for WordofMouth SmartBlogs
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 March 6th, 2013 | 38965Comment on this postAndy%27s+Answers%3A+How+Raytheon+pulled+off+live+social+coverage+of+a+highly+sensitive+air+show2013-03-06+22%3A01%3A36Andy+Sernovitzhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D38965
When Raytheon wanted to cover one of its biggest events of the year, it faced a variety of challenges. Arms-export laws, diplomatic sensitivities and security fears were among the difficulties of covering the top-secret air show in real time. But according to Raytheon’s Chris Hawley, it was all worth it to get the brand’s biggest influencer group — civilians — talking.[…] Continue Reading »
By Constance Aguilar on March 1st, 2013 | 38655Comment on this post4+ways+startups+are+setting+themselves+apart+at+SXSW2013-03-01+13%3A04%3A16Guest+Bloggerhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D38655
With a little more than one week before the digital world converges on Austin, Texas, for South By Southwest Interactive, startups around the globe are gearing up to turn heads. Many have teams in place to guerrilla market through the streets of downtown. Others throw huge parties in the Congress/Red River area, and others chose the traditional booth in the expo hall.[…] Continue Reading »
By Jesse Stanchak on January 9th, 2013 | 361831 comment on this postAre+you+making+it+easy+for+fans+to+share+your+story%3F2013-01-09+13%3A05%3A40Jesse+Stanchakhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D36183
SmartPulse — our weekly nonscientific reader poll in SmartBrief on Social Media — tracks feedback from leading marketers about social media practices and issues.
This week, we asked: Do you discuss products or brands you enjoy on your social media accounts?
- No — 55.91%
- Yes — 44.09%
Word-of-mouth marketing is one of the most powerful tools any business has at its disposal — but taking full advantage of it can be easier said than done.[…] Continue Reading »
By Andy Sernovitz on December 14th, 2012 | 35174Comment on this postAndy%27s+Answers%3A+How+Outback+Steakhouse+makes+superfans+superadvocates2012-12-14+12%3A43%3A02Andy+Sernovitzhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D35174
Outback Steakhouse Senior Director of Direct Consumer Marketing Ken Bott says the golden rule applies to social media marketing — and following that rule is what turns superfans into advocates for your stuff. By making every personal interaction count, Bott and Direct to Consumer Marketing Manager Dan Holm created deeper, more authentic relationships with fans.
In fact, one relationship led to an amazing word-of-mouth story that got the whole country talking about Outback Steakhouse.[…] Continue Reading »