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Tag Archives: Amazon

3-Minute WOM Lesson: 3 tips to defuse a word of mouth crisis

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. Bad things happen to good companies. Sometimes it’s your fault, sometimes it’s bad luck. But it’s how you respond that matters. A few tips: 1. Never underestimate the power of a sincere […]

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Powerful Positioning in 140 Words

You can’t be more than one thing in the mind of a customer. You can’t be the best salad bar and the best pizza place. You can’t be the best ad agency and social media expert. You can’t be the gym and fitness store. Why? Nobody believes you. You kill the word of mouth — […]

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How a 2-star Amazon review makes thousands of sales

Check this out: Someone posted a two-star review for the EatSmart scale. And the company handled it so well that it’s now the best reason to buy the product. Here’s the play-by-play: 1. Here’s the full review, where a customer complained about bad batteries. 2. The company saw the complaint and immediately replaced the product. This […]

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You don’t have to get it right the first time

I bought an early Kindle in 2007 — and I returned it. It just wasn’t very good. Amazon probably had warehouses full of Kindle 1.0s that were sent back. But they were cool about the return. No hassles at all. So I bought another a few years later … and I liked it. And now I’ve […]

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Newsletter #934: The “Get Rid of What Sucks” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Sometimes the stuff that keeps your customers from having the best experience is something you wouldn’t expect. After all, maybe you […]

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Make it easier for me to be nice to you

When you send an Amazon gift card to someone, they get an email with the card and a link that says, “Would you like to send a thank you?” And guess what? Lots of people do. The recipient feels good about the experience, and the sender feels even better. And all of this positive reinforcement […]

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How to fix voting

It’s absurd and shameful that we don’t have a modern voting system. The way we gather votes is primitive and, frankly, embarrassing. As the world’s leading democracy, we need to do better. We have amazing technology in this country. If I can get a satellite photo of every house in America with my smartphone, and […]

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Better market research: Just ask

Before you go spend a bunch of money on market research, why not just ask your customers what they think? Here’s a great example from Amazon:

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Do the right thing, because it’s the right thing

Amazon was testing two different price points for the same offer. Some customers noticed that they weren’t getting the best deal. So, Amazon gave everyone the best price, even though most people never noticed. This is an interesting case because it’s OK for a company to test different prices and offers. Each customer got exactly […]

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