Quote via ShitMyDadSays.com – 9:41 AM Jun 28th We spend so much of our time responding to the haters, the critics, and the complainers. These are people who will never be good customers, will never help you, and will burn out your spirit. Every minute you waste on a negative troll is stolen from your […]
“Don’t focus on the one guy who hates you. You don’t go to the park and set your picnic down next to the only pile of dog shit.”
October 24, 2010
General Motors’ video case study: Using Social Media to Avert a Crisis, presented by Joe LaMuraglia
September 16, 2010
Come to BlogWell: How Big Brands Use Social Media on November 9 to hear SAP, Johnson & Johnson, American Express, Scholastic, SunGard, Pfizer, The Hershey Company, and BlackRock share social media case studies. You’ll learn how to get started, get past roadblocks, and make your social media program phenomenal — and you’ll see some brilliant […]
Dealing with angry customers
September 27, 2009
Great advice from Service Untitled about how to calm down angry customers: Lower your voice. This will force the customer to lower his or her voice to hear you. Provide a plan of action. Let the customer know what you can do and make it clear if you are doing anything special or going out […]
If you were afraid of bad press would you shut down your PR department?
September 25, 2009
Of course not. You’d double it. So many companies are afraid of social media and word of mouth marketing. They’re worried that something bad might happen. If you want to reduce risk of bad word of mouth, you need to do more word of mouth marketing to increase your credibility. If you want to increase […]
Don’t silence negative word of mouth — Drown it out
May 18, 2009
You can't stop negative word of mouth. Every business has it. (You can't make everyone happy.) So don't freak out when you get a negative review or blog post online. Instead, reach out to your enthusiastic fans and ask them to support you. A negative comment doesn't matter when it's surrounded by 100 positive ones. […]
Win a copy of the new edition of my book!
March 5, 2009
Exciting news: The revised edition of my book, Word of Mouth Marketing: How Smart Companies Get People Talking, is now available! New additions include: New chapter on BtoB word of mouth New chapter on dealing with negative word of mouth 5 new word of mouth case studies 5 new word of mouth worksheets March is […]
Big news about my book
January 30, 2009
Well word is leaking out, so I might as well tell you here: There is the new edition of my book that just hit the shelves. It’s a revised edition of Word of Mouth Marketing: How Smart Companies Get People Talking, with: New case studies New worksheets New chapter about BtoB word of mouth […]
Bazaarvoice WOM Webinar (Public Event) August 25, Virtual
November 30, 2008
Get My Newsletter
*Third-party newsletter (Privacy Policy)
Contact Me
I'd love to hear from you. Use this form, please.