Tag Archives: word of mouth marketing

WOMM Has the Power to Quickly Build Up or Tear Down the Reputations of Products, Services and Organizations

Although many brand stories are shared offline, word of mouth can also spread very rapidly through social media. In order to leverage the power of WOM brands need to understand the dynamics of this intangible and often elusive form of marketing.

Building Trust

Trust lies at the core of every strong personal relationship – the same goes for relationships stakeholders have with brands. The driving force behind consumers’ desire to share positive stories about organizations is the trust they have in the products, services and people associated with those entities.

Trust is not built overnight. It’s nurtured over time with every customer, vendor and employee micro-interaction. The simple fact of the matter is that stakeholders see through brand hype and the only real way to build trust is make a promise and deliver on it. The classic example is customer service. Organizations need to make sure they meet or exceed the service expectations they’ve created with customers – falling short on these types of basic brand promises will result in the wrong kind of WOM.

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Marketers Remain Cautious Despite Consumer Sentiment Uptick

Many Hold Spending in Check, Say Economic Indicator’s Rosy Report Doesn’t Match Their Metrics

confidence game

Thomson Reuters/University of Michigan Consumer Sentiment Index

U.S. consumers are feeling pretty good right now — as good as they have since the pre-recession days of July 2007, according to one recently released key measure. But many marketers are unconvinced that the so-called new normal is about to be replaced by the old ebullience.

The Thomson Reuters/University of Michigan Consumer Sentiment Index posted a nearly six-year high this month. Its increase since November 2011 is stronger than any since the early 1980s, when the U.S. emerged from back-to-back recessions.

History shows the index is not to be taken lightly. It accurately predicted the last five recoveries and last two recessions (lagging behind the prior three it didn’t predict). Nor is it alone in flashing green. The Dow Jones Industrial Index recently reached a high. The unemployment rate, while still a steep 7.5%, has been steadily declining. And housing starts rebounded the past year, particularly in recession-ravaged California. All this comes despite a 2% hike in the payroll tax and federal budget cuts in recent months.

So why aren’t marketers jumping for joy? Many have other metrics on their minds.

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The Truth About Reddit

The Benefits of Neglectful Ownership, Where Gawker and BuzzFeed Get Their ‘Inspiration,’ and More

1. Reddit has become, simply put, mainstream media.
As noted in Ad Age recently, Reddit closed out 2012 with more than 37 billion page views and 400 million unique visitors. Even people who don’t check the so-called social-news site regularly — or at all — constantly experience the Reddit Effect because …

2. The mainstream blog media is almost ridiculously (even pathetically) dependent on Reddit.
Reddit has a state-of-the-art-circa-1998, text-centric user interface, but its critical mass and core upvote/downvote system has allowed it to become a sort of real-time cultural Zeitgeistometer. A post that captures the imagination of Reddit readers (aka Redditors) gets upvoted and then speeds to Reddit’s home page (and/or the home pages of Reddit’s major topical verticals, e.g., reddit.com/r/worldnews, reddit.com/r/funny, etc.).

And then an hour or two — or 12 or 24 — later, there’s a really good chance you’re going to see that popular Reddit post repurposed on Gawker or BuzzFeed. Well, the silly or controversial stuff, at least. (The random nerdy/newsy topical stuff that Redditors upvote — like last Wednesday’s front-pager about chickpea farming — tends to stay in the Redditverse.)

 

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Are women more powerful brand ambassadors than men?

Battle of the sexes!!!

Battle of the Sexes

Picture via dignityzine.com/media/battle-sexes/

Let the battle begin. Steve Olenski writes for socialmediatoday.com.  Olenski says the battle of the sexes is over…women win hands down.

This idea of more companies looking to more brand ambassadors came to Olenski when he saw this graph.

chart

Olenski’s ideas have evolved even more… Today he writes “In discussing the findings of a study conducted by her own company, BlogHer – the leading participatory news, entertainment and information network for women online – CEO and co-founder Lisa Stone said the following…

“…there’s no one a woman trusts more for advice, recommendations and guidance than another woman in her circle.”  And when you factor in that women account for 85% of all consumer purchases including everything from autos to health care, it only stands to reason that the most powerful ambassador a brand can have… is a woman.

Read More About How Women Beat Men as Brand Ambassadors Here…

 

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10 QR Code Fails That Will Make You Laugh

blogs for Mashable, and will surely put a smile on your face.

Please Don't Jump the Tracks to Scan

wtfqrcodes.com is dedicated to finding the worst display of QR Code marketing.  At Brand Adoption, we are grateful that nothing we have created is featured on their site.  We’ll work hard and make sure that continues to be true.

Please Don't Fly and Scan

To See The Top 10 of QR Code Fails Click Here

Please Don't Scan and Drive

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Some Ways to Deal With Upset Customers Using Social Media

Sooner or later it will happen to you and your business.  Some people think it is when a business really knows they have hit it big time.  It is when a customer is upset and goes to your social media platform to complain.  An angry customer can be a great opportunity to create a positive experience for that person and your business.

The Social Media Examiner posted 10 ways to deal with upset customers using your social media sites. Here are a couple of our favorites:

1. You Can’t Respond to Conversations You Don’t See

Great response starts with great listening.

  • Set upGoogle Alerts for your brand and industry keywords.
  • Keep a close eye on your Facebook page.
  • Listen on Twitter.
  • Depending on the type of business you have, read reviews on sites such as Yelp, TripAdvisor and Zagat.
  • Make a list of any forums or communities where your customers congregate and regularly check in on them.

#4: Speak Like a Human

The only thing worse than ignoring upset customers is to respond with a canned corporate response. If you thought they were mad before, wait until you see how they react to an excerpt of your policy terms and fine print.

Show empathy, communicate in a friendly tone and use your real name. And if the forum supports it, it helps to include your actual photo.

It’s easy to yell and scream at an anonymous company. But when someone shows up and says, “Hi, this is Emily and I’m so sorry for the trouble…” it changes everything.

The critic now realizes he wasn’t yelling at a giant, faceless company. He was yelling at Emily. Quickly, the anger fades—and you’ll often get an apology.

zappos friendly response

www.socialmediaexaminer.com

Check out how Zappos replies to this fan. It’s human; it’s friendly. And even though they couldn’t immediately fix the problem, you can bet this fan will be back.

Be sure to read all 10 ways

 

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BREAKING NEWS: MUST WATCH VIDEO

The Little Freshman from Titlewave on Vimeo.

For www.urep.co

Thank you Kelly May and Titlewave

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Another TOP of 2011: Like This, Follow That: It’s the 10 Best Social-Media Campaigns of the Year

Obermutten GR

This time we break down borders, and look at the 10 best social media campaigns of the year in the world!

See What This Picture is All About, and Check Out the Top Campaigns of the Year

 

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Get Ready For A Lot Of “Top of 2011”: Top 6 Social Media Marketing Trends of 2011

With the close of 2011, you can expect to see a lot of “Top of 2011” lists online.  This one is a cut above what we have seen so far.  Check out all 6 HERE

Can’t leave without giving you a taste, right?!  Where do you think the social coupon craze lands in the Top 6?

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8 Small Business Social Media Tips From the Pros

#1: Show Them the “Real You”
#2: Pick One Thing and Do It Really Well
#3: Turn Your Facebook Page Into a Lead-Generating Machine

So these are just numbers and tips – You’ll want to read the full descriptions of all 8 tips from the pros HERE.

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