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Archive | February, 2008

Real feedback when it matters

Most companies spend a ton of money doing generic research.  Most front-line employees aren’t part of the process. But that’s where the best insights come from Renald Fortune is a banquet server at Lowe’s Royal Pacific Resort in Orlando.  I was at a conference and I commented on the better-than-usual food. Renald took a moment […]

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Visible Word of Mouth

  Word of mouth isn’t necessarily spoken.  Sometimes it’s a function of the how people behave. Take a look at the people in the photo.  All pilots.  That’s all you need to know when picking a restaurant in an airport.  And yes, Rubio’s makes the greatest fish taco in the world. P.S. Add your thoughts […]

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Northwestern U Course in Social Network Analysis

I’m on the faculty at Northwestern where I teach Word of Mouth Marketing.  I just noticed this fascinating new course.  More evidence that word of mouth is moving from art to science. Topics in Communication Studies: Social Network Analysis Description: This course explores the use of social network analysis to understand the growing connectivity and […]

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The little things matter #2

I wrote about the nice word-of-mouth-worthy coffee perks at a $700 hotel in Miami. But I also travel to exotic destinations like Marriott’s Fairfield Inn in Grand Rapids. Waiting for me in the room:  Cookies, water, and manager Jodi Beers’ business card.  It was a weekend, it was a personal trip, and there was no […]

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What would you do? Starbuck is closing for 3 hours tonight.

Starbucks is closing for 3 hours tonight. Dunkin’ Donuts is giving away free coffee. An amazing word of mouth opportunity.  What would you do? Comment below. From the Chicago Tribune: On Tuesday, Starbucks plans to close almost all of its 7,100 stores between 5:30 and 8:30 p.m. for an unprecedented education and training session for […]

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Get into the community

Are your best people stuck in your store? Or are they out there in the community, making friends and building goodwill? Barnes and Noble has a huge advantage over Amazon in one way – real people in the community.  Each store has a "community relations manager" whose job is to get out there and connect. […]

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BtoB blogging advice from Dave Armano and Matt Dickman

Great advice for BtoB bloggers from two smart guys Matt Dickman of Fleishman-Hillard and Dave Armano of Critical Mass.  Also some good advice on how to get started. Watch the video: (Kudos to Debra Murphy from Vista Consulting who blogged my video before I did. Nice!)

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Sometimes you see some amazing things: Miami Speech on March 6

I’m speaking March 6 in Ft. Lauderdale at the AMA South Florida dinner.  The generous hosts are giving a copy of my book free to all attendees. More info here But check out this video they made to promote the event! I promise that I won’t sing.  

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400,000 reviews were posted on in the last 8 months. Amazing. Bob Myers, CEO of, talks with me about their amazing level customer participation.  He shares a great story about how even their celebrity hosts, like Carson Kressley get into the conversation.    There’s a signal in this for all etailers: Consumers want […]

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