Latest Updates: WOM Evangelism RSS

• #SMDay From Around the World
  
  

  Pat McCarthy 10:35 am on July 6, 2011 | 1 Comments Permalink | Post Your Comment!
  Tags: WOM and Social Networks (702), WOM Evangelism

  Mashable called for submissions from readers explaining why their particular city is the most social in the world. Cincinnati took the cake. The tipping point came from a this video from Blair Ward:

  

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  Of the top ten Meetups, five were outside of the United States. The top three were:

  

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  Also, Social Media Day was officially recognized in New York City, Victoria and Vancouver, B.C.; Las Vegas and Reno, Nevada; San Carlos and San Jose, California; Dublin, Ireland; and Toronto, Canada.

  

  We want to know your takeaways, stories and buzz from your #SMDay experience! Please comment below with your experience and/or links to your blog posts, photos and other media.

  

  

   

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• 26% Say Bad Experience Spurs Bad WOM
  
  

  Pat McCarthy 9:35 am on March 28, 2011 | 0 Comments Permalink | Post Your Comment!
  Tags: Brands and WOM (503), Research (521), WOM Evangelism

  A recent survey of 3,295 U.S. adults found that consumers are “far more likely” to tell people about bad experiences with products and services thank they are with good experiences. When examining consumers who are more loyal to brands, the survey found that they’re slightly more likely (31%) than the general public to spread news of bad products and services. Even worse, these loyalists are more likely to be influencers in that product category.

  Perhaps this is the betrayal factor. There certainly have been clear examples of this such as flops like Microsoft Vista and Apple’s iPhone 4.

  Key Takeaway: If consumers are likely to talk about a bad experience, they’re also likely to help you avoid providing bad experiences. Be proactive in getting product and service feedback to avoid negative WOM.

  Read more at MediaPost

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  Like WOM Research? Subscribe to our WOM Research Digest. Great WOM research published once every two months.

  

  

   

• 1/5 Switch Due to Bad Experience
  
  

  Pat McCarthy 9:34 am on March 28, 2011 | 0 Comments Permalink | Post Your Comment!
  Tags: Research (521), WOM Evangelism

  Perhaps the WOM spirits guided me to two similar surveys on the same day. The above article shows that bad experiences lead to negative WOM. This one, from over 22,000 surveys of U.S. consumers, found that 22% stopped using products in the second half of 2010 due to bad experiences. Of those who switched, over half shared their experience with others.

  “Short-sighted tactics such as charging customers unexpected fees or inadequately training front-line employees have a tremendous negative impact on customer retention and word of mouth about a company.” - John Abraham, General Manager of Net Promoter programs, Satmetrix

  The study also found that 50% of consumers trusted personal recommendations from family, friends and coworkers.

  Read more about the study at Business and Leadership

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  Like WOM Research? Subscribe to our WOM Research Digest. Great WOM research published once every two months.

  

  

   

• 15% of Top 100 CMOs without Social Footprint [infographic]
  
  

  Pat McCarthy 10:18 am on March 25, 2011 | 0 Comments Permalink | Post Your Comment!
  Tags: WOM Evangelism

  What’s better leading by example and experience or by observation? Indeed, social spending is increasing, but many at the top are still lagging in adoption. On the other end of the spectrum, you see CMOs from companies you’d expect – Apple and Google -  and a few you might not, like GE and Proctor & Gamble. This only shows that no company can reasonably avoid the space. GE and P&G have done great things in the social arena. It’s hard to imagine their CMOs presence not having an effect on their focus.

  Key Takeaway: Great ideas come from creativity and deep knowledge of available tools. Learning by doing is essential for true understanding.

  See the infographic at Seek Omega

  

  

   

• _____________ Makes Me Talk About a Brand
  
  

  Pat McCarthy 9:49 am on February 11, 2011 | 0 Comments Permalink | Post Your Comment!
  Tags: Community Management (134), WOM and Social Networks (702), WOM Evangelism

  Yesterday, I posted this article’s title as a status update on WOMMA’s Facebook page. We had over 20 responses and I think a few are worth sharing.

  Some were about how a brand relates to an activity…

  

  7 of the 21 responses came down to bare bones customer service…

  

  A couple responses highlighted the dark underbelly of WOM…

  

  Some wanted reality to meet expectations…

  

  And some simply don’t care to talk about brands…

  

  This informal poll shows that there are many motivations for talking about a brand. As marketers, we need to remember that there are several different fronts that need to be manned to maintain sustained word of mouth….

  …And it doesn’t hurt to have great customer service.

  The post is still up. Please visit WOMMA’s Facebook page and add what makes you talk about a brand.

  

  

   

• Word of Mouth at CES?
  
  

  Pat McCarthy 11:20 am on January 7, 2011 | 0 Comments Permalink | Post Your Comment!
  Tags: WOM Evangelism

  I am not at CES. I’m in 20 degrees cold Chicago wishing I was at CES. So this morning, I sat down to find some blog posts, articles and what-have-you about the technologies at CES that will be big for word of mouth. But alas, there weren’t any.

  Sure I saw that a lot of exhibitors used social to drive traffic to their booths. And of course social integration was the name of the game when it came to any new technology.

  But I want to know how these can be used to make brands more talkable!

  So I pose the first ever WOMMA Word Challenge. If you attended CES, write a blog post about how the tech gadgets you saw will play into 2011’s word of mouth industry. I will post your articles in Monday’s WOMMA Word where it will be seen by over 10,000 readers.

  Please be sure to comment below with links to your post or email them to me directly at Pat@WOMMA.org.

  

  

   

• How Social Companies Grow
  
  

  Pat McCarthy 10:37 am on December 20, 2010 | 0 Comments Permalink | Post Your Comment!
  Tags: WOM Evangelism, WOM How-to (591)

  Ant’s Eye View, a WOMMA member, recently released The Social Engagement Journey. It’s a helpful display of the steps brands work through to advance from Traditional to Fully Engaged.   The stages are broken down as such:

  Stage 1 - Traditional

  Stage 2 - Dabbling in SIlos

  Stage 3 - Operationalization

  Stage 4 - Real Results

  Stage 5 - The Fully Engaged Enterprise

  Where does your brand or client stand? Knowing this could be extremely helpful in determining training, budgets and next steps. See detailed descriptions of Stages 1-4 here and Stage 5 here.

  Read more about The Social Engagement Journey here.

  

  

   

• Hire a Chief Love Officer
  
  

  Pat McCarthy 11:20 am on November 29, 2010 | 0 Comments Permalink | Post Your Comment!
  Tags: Brands and WOM (503), Customer Care (57), Listening (31), WOM Evangelism

  Word of mouth marketing is held together by emotion, the glue that binds loyal customers with great companies. How many employees at your company have the singular task of making your customers love you more?

  NetApp had a great product but stronger competitors who also had great products. So instead of huge marketing pushes or cutting their prices down, they assigned two Chief Love Officers to their biggest accounts, Yahoo! and Cisco. By having a hyper-focus on these two accounts, NetApp developed tools that would help other companies.

  Key Takeaway: Building love between you and your customer can help build great products that bring great new customers.

  Read more about Chief Love Officers at Brains on Fire and at Fast Company

  

  

   

• Day 2 Summit Recaps
  
  

  Pat McCarthy 10:01 am on November 19, 2010 | 0 Comments Permalink | Post Your Comment!
  Tags: Brands and WOM (503), Community Management (134), Creative WOM Ideas (256), Offline WOM (60), Summit 2010 (36), WOM Evangelism, WOM How-to (591)

  KEYNOTE | The Kitchen Sisters | The Art of Storytelling

  

  
  

  Buffalo Wild Wings | Becoming a Top Brand on Facebook

  
  

  
  

  Vail Resorts | Utilizing Location-Based Marketing as a Social Strategy

  
  

  Ben & Jerry’s | Creating Excitement and Conversation by Sampling through Social Media

  
  

  TOMS Shoes Style Your Sole Party

  
  

  See all the great photos from the TOMS Shoes Party at WOMMASocial.net

  

  

   

• Day 1 Summit Recap
  
  

  Pat McCarthy 9:34 am on November 18, 2010 | 0 Comments Permalink | Post Your Comment!
  Tags: Brands and WOM (503), Community Management (134), Crowdsourcing (8), Microblogging (76), Summit 2010 (36), WOM and Social Networks (702), WOM Evangelism

  We had a great first day at WOMMA Summit 2010. There were so many great takeaways coming through the Summit Buzzroom that we decided to show the conference through the Twitter lens…

  KEYNOTE | Josh Bernoff, SVP, Idea Development, Forrester Research

  
  

  

  
  

  Keynote - Facebook | Identity-Driven Web Paul Ollinger, RVP, Facebook

  

  

  Jamba Juice | Blending Online with Offline Word of Mouth

  

  

  
  

  Hewlett-Packard | Reaching the Savvy College Crowd through the Power of WOM

  
  

  

  
  

  TMZ | Using Consumer Generated Media as a Brand’s Advertising Vehicle