Posts Tagged ‘word of mouth’
Monday, April 29th, 2013
The Evian babies are back! In a new spot, which has received more than 41 million views on YouTube, adults find themselves face-to-face with their younger selves in a large mirrored window–and the dancing ensues. It’s adorable–but does it sell water? Where’s the relevance?
Contrast this spot to an equally creative–and far more out-of-the-box–spot (more…)
Tags: Advertising, Brand management, Strategy, viral marketing, word of mouth, YouTube
Posted in Advertising, Brand management, Marketing and Branding, Media relations/PR, PR and Media Relations, Strategy | No Comments »
Tuesday, August 7th, 2012
Why do some brands become cultural legends that stand the test of time, while others ebb, flow and eventually sink? The brand is the cornerstone of any business and is, unfortunately, often misunderstood. That is possibly why the brand is also often so mismanaged. Brands are not, are not, ARE NOT logos, taglines or corporate colors. Brands are not advertisements. Brands are not Facebook pages. (more…)
Tags: brand, brand identity, Brand management, branding, crisis communication, word of mouth
Posted in Brand management, Internal Communication, Marketing and Branding | No Comments »
Tuesday, July 3rd, 2012
Whether managing your personal account or updating an employer or client account you’re responsible for, making an online mistake can be embarrassing to say the least. Online mistakes can also be costly in terms of damage done to an individual or firm’s reputation. As many celebrities and newsies have discovered sometimes what they felt was an innocuous statement can become quickly controversial and viral.
A client recently asked me how to deal with an error that went out in a post. There is no “easy answer” to this type of question, of course. The answer is really “it depends.” It depends on what the “oops” was, how many people are likely to see it, what the potential negative ramifications might be and–importantly–whether a follow up message might bring more attention to the issue rather than defusing it. Believe it or not (more…)
Tags: Brand management, crisis communication, Customer Service, media relations, pr, public relations, word of mouth
Posted in Brand management, Community relations, Media relations/PR, PR and Media Relations, Social Media, Strategic Communications | No Comments »
Monday, May 7th, 2012
On a recent shopping excursion with my friend Mary she told me about a phenomenal service experience she recently had while on a trip with her mother. They had stopped at McDonald’s and Mary, who prefers Coke products, found that Coke was temporarily unavailable. So, she decided to walk across the parking lot to a nearby gas station – Road Ranger.
She got her Diet Coke and then found that there were long lines at the counter so (more…)
Tags: Customer Service, Road Ranger, WOM, word of mouth
Posted in Customer Service, PR and Media Relations | No Comments »
Friday, April 20th, 2012
I was engaged in an online discussion recently about the value (or lack thereof) of Pinterest. It reminded me of similar discussions over the years about various technologies and tools that crop up on an increasingly frequent basis. I wouldn’t call myself an early adopter but I do like to keep up-to-date and experiment with new communication tools particularly. Recently I’ve experimented with Google+, Quora and Pinterest. Pinterest, for me anyway, (more…)
Tags: Marketing, Pinterest, Social Media, word of mouth
Posted in Marketing and Branding, Social Media | No Comments »
Saturday, June 5th, 2010
I recently observed in a LinkedIn update I posted that I seem to be in high demand these days to provide free services. I’m asked to conduct free webinars (well the webinars are actually paid for by the attendees, but I, as the presenter, am not paid), contribute free blog posts, offer free marketing or communication advice, provide free copy critiques, etc., etc., etc.
I’ve been fairly generous in terms of saying “yes,” to these requests, but I’m finding the need to become more stingy, primarily because (more…)
Tags: Advertising, Marketing, public relations, word of mouth
Posted in Client relations, Marketing communication, Strategic Communications | No Comments »
Thursday, September 10th, 2009
If you’re not on Twitter, Facebook or other social media sites – and believe it or not, many, many people are not! – you may be missing out on some very important conversations. Some of these conversations may be about you!
In working with a client recently, we did a quick search on Twitter and they were shocked (more…)
Tags: Social Media, word of mouth
Posted in Social Media | No Comments »
Thursday, August 13th, 2009
Sometimes it can be the smallest of things that leads to a lost opportunity. Small things that can, I think, be easily corrected.
I had a personal example of this recently while working on a proposal for a branding project. I needed to gather some price information for some elements of the project. In two cases, I contacted two different individuals, asking for some estimates. In each of these cases, one of the people got back to me right away – the other, not at all. (more…)
Tags: Customer Service, word of mouth
Posted in Customer Service | No Comments »
Friday, June 26th, 2009
When it comes to making an impact on consumer buying decisions, word-of-mouth (WOM) matters. In fact, a recent study demonstrated just how much it matters. BIGresearch’s “Simultaneous Media Usage Study” (SIMM12), explored how U.S. consumers believed word-of-mouth influenced their purchases in various product categories.
While some categories were reported as being more highly impacted than others, the lowest (more…)
Tags: Customer Service, word of mouth
Posted in Customer Service | No Comments »
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