Archive for 'Word of Mouth'

Rodolfo’s Pizza – Under New Management

Posted on 09. Jun, 2013 by .

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I’m always intrigued when I read such banners posted in the windows of businesses…  When a business changes hands, one would generally expect the new owner(s) to have invested in the business because of the business’s profitable performance and its assets.  One very compelling asset of an ongoing business is its following of loyal customers [...]

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A Customer Service Lesson from Mother’s Day

Posted on 10. May, 2013 by .

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With Mother’s Day coming this Sunday, and many of us struggling to find just the right gift, Groupon offers the results of a timely survey.  Groupon reports: Most mothers want to be surprised with their present; But, Moms would rather get no present at all than deal with a bad one; And, unfortunately, you may [...]

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Costco’s Secret for Generating Word of Mouth

Posted on 04. Oct, 2012 by .

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Confirmed Costco shoppers appear to enjoy their shopping experiences at the big-box retailer.  Despite the less than luxurious facilities, larger than desirable multi-packs, membership fee, and frustratingly long checkout lines, Costco rises to the top in just about every national Net Promoter Score listing or customer satisfaction ranking.  At first glance it may seem strange [...]

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Three Questions to Identify Your Best Advocates

Posted on 07. Jun, 2012 by .

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Do your current, satisfied customers recommend your brand to their friends, relatives and co-workers?  I’m not talking about a soft ‘Net Promoter style’, “would be willing to recommend” response.  I’m thinking about those of your customers who actually speak or write to others about their positive experiences with your brand and the value it provides [...]

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User Generated Content – Media Power Comes to the People

Posted on 30. May, 2012 by .

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No matter which side of the Facebook/General Motors controversy you stand on, we all recognize that with access to social media consumers are taking a larger part in establishing the image of most brands.  While what consumers say or write to one another has always been important, typically it could be ‘drowned out’ by the [...]

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How Much Should You Like Your Facebook Likes?

Posted on 16. May, 2012 by .

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Does your company have a corporate Facebook page?  Fifty-eight percent of the Fortune 500 do.  But of course having a page is not very meaningful until you also build some traffic. Consider what some have accomplished: Target has been liked on Facebook by 11 million people. Walmart by 15 million. McDonald’s by 19 Million. Starbuck’s [...]

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Curation: An Evolving Trend in Communications

Posted on 25. Apr, 2012 by .

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In his book, Curation Nation, Steve Rosenbaum makes some interesting speculations about the future of information exchange on the internet.  Rosenbaum has previously produced a television show for MTV (MTV Unfiltered) and hosts his own website, Magnify.net. While some pessimistically greet the remarkable explosion of information on the internet with despair, Rosenbaum believes users are [...]

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Public vs. Private Word of Mouth

Posted on 11. Apr, 2012 by .

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Customer centricity (a management philosophy growing in popularity and acceptance) means aligning one’s business and products/services with one’s customers’ desires and needs.  In the past, marketing research initiatives (including, but not limited to): customer satisfaction surveys; comment card programs; and shopper intercept interviews have been used to collect the required insights.  But, these processes are [...]

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Hyundai Must Believe in Word-of-Mouth, They’re Paying for It!

Posted on 30. May, 2009 by .

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Buy a Hyundai, Become a Spokesperson The newest roll-out of the Hyundai Assurance Program features a “marketing fee” offered to customers during their first six months of owning a new Hyundai.  One commercial says, “You’ll probably talk to your friends about your new Hyundai, and that’s marketing.  Why shouldn’t you get paid for it? [my [...]

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