During the Boston Marathon crisis, the Chicago Tribune sent pizzas to the Boston Globe. A note said: “We can only imagine what an exhausting and heartbreaking week it’s been for you and your city. But do know your newsroom colleagues here in Chicago and across the country stand in awe of your tenacious coverage. You make [...]
4 key groups to train on word of mouth ethics
This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. Nobody is going to put their reputation on the line to recommend you if they have any questions about your trustworthiness. It takes a long, long time to build this level of trust — [...]
I can’t code, and you can’t sell crap.
That line is great advice in a post from Gary Vaynerchuk. What he’s saying: Know who you are and what you’re good at. So many folks look at people succeeding in other professions and longingly wish they were doing that. Professors want to be business people, executives want to be coders, coders want to be [...]
Trust: Don’t ruin it for everyone else.
I just paid $7.50 for a well-advertised $5 sandwich. It was at an airport franchise of a national brand. Yes, the local franchisee may have the right to charge more at this location. And yes, they can make a ton of cash taking advantage of travelers with fewer choices. But the entire national brand suffers [...]
5 defenses against negative word of mouth
This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. Everyone experiences negative word of mouth. Even the most beloved companies in the world make mistakes. Your job is to actively respond to negative word of mouth and prevent it from spreading. Here are [...]
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 [...]
You can save the day for $10
The heater in my hotel room was broken. (It happened to other folks, too.) But there was a nice spare blanket in the closet. It could have been an angry scene for the hotel. But instead, a $10 blanket and some clever thinking saved the customer experience. Lesson: Is there something you can do for [...]
I’m special. And all my neighbors know!
This simple strip of tape says a lot: I’m a special Amazon customer. I get free movies, free shipping, free books, and more. This tape has already started a half-dozen conversations about Amazon prime in my office and neighborhood. And it cost them nothing What can you do with existing packaging to start a word [...]
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