Category Archives: Word of Mouth Marketing

Yes, You Can Afford To Do Customer Service On Social Media

In today’s Wall Street Journal there’s a story about how Citibank is using Twitter to respond to customer complaints.  One customer, frustrated after being left on hold for 40 minutes with customer service, tweeted her problem and was immediately contacted for a call back. In an environment where one consumer–especially one with “Klout”–can share a…

      

The Most Important Part of Your Business Happens Before And After The Sale

500px-Hourglass_modern.svg

I am a big fan of the Duct Tape Marketing podcast.  As an avid reader, I find John Jantsch’s interviews with authors fascinating. He is a good curator of the important business books and he understands marketing so well, that I always come away with ideas for working smarter. In a recent podcast, he modified…

      

Marketing Is The Last Place To Spend Your Marketing Budget

spreadsheet

There are two places to invest your money before your business starts sharing the news about what you are doing. 1.   Make a better product or service.  Spend money on making it faster, softer, easier, safer, or whatever is important to your customer.  People will tell everyone they know about it and word of mouth…