Tag: how to WOM

The Customer Is Always Right… Except When They’re Not

The customer is always right! Always. Or so the conventional wisdom goes. However, we all know that sometimes customers ask for things that you just can’t do. How far do we bend to accommodate them? I recently was faced with this dilemma on one of our client’s Facebook pages.

Social Media Successes

Starbucks and Little Social Media Wins

Sometimes just saying you know there is a problem in existence is enough for consumers. In social media, it really is the little things. Here’s Starbucks’ recent (and tiny) social media win.

Relationships Accept No Formulas

However, sometimes we start to look at word of mouth as a science that we can program, as Patrick puts it. If we tweet the right amount about the right things on the right days, voilà you have quality engagement with your consumers. Whaaaaat are we thinking?

Asking for Stories

Frank Chimero argues that every form on the internet is a question asking for some kind of response. As in much of life, a good question begets a good response. A bad question begets a bad response. As brands and marketers looking to get our users talking, we need to learn how to ask good questions.

Telling Stories

Brands know they want interaction, but have no idea how to get it. Most brands, no matter how big they are, can’t just throw up a Facebook page and start having good interaction with their consumers. Brands have to start the conversation. This usually comes in the form of content. Links, deals, recipes, news, updates. Stuff for their followers to talk about. Here is where the biggest problem lies. Content is, by definition, cold. It describes what something is, but not how we relate to it or how we feel about it. Brands can post content to their page all day and no one may care. We have to give our followers a reason to care. Help them to relate to us and our brand. How do we do this? By telling a story.