Archive for WordofMouth SmartBlogs
Customer loyalty is very hard to gain in an era where countless businesses are offering the same products and services to the same audience. Customers have lots of choices, and as soon as they find the “supposedly” next best thing, they take their money, family and friends with them. Instead of just building a customer loyalty program, focus on building WOW customer experience and the loyalty will follow.[…] Continue Reading »
The squeeze is on. Consumer spending has been slow to recover with the economy, and, as a result, the size of the retail pie isn’t getting any bigger. To stay competitive, retailers are increasingly finding that they need to focus more on gaining and maintaining customer loyalty as an imperative to business success. Not only is it cheaper to keep current customers than to acquire news ones, but happy customers can be an amazing recruitment tool, if they are incentivized to advocate for their favorite brands.[…] Continue Reading »
By Doug Pruden and Terry Vavra on March 26th, 2014 | 50353Comment on this postWhat+you%27re+getting+wrong+about+customer+referrals2014-03-26+11%3A00%3A48Guest+Bloggerhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D50353
Across business categories, we’ve all heard that referrals are the best source of new business for your brand. We agree that what existing customers communicate to others is critically important. But we believe that most product conversations are not really formal “referrals” or “recommendations,” but rather more likely simple conversations, written reviews, and informal expressions of opinions.[…] Continue Reading »
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 | 420691 comment 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 »