Blog & Resources

word of mouth

Customer Experience Rule No. 1: Don't Be Rude!

In the "not rocket science" category, "Don't Be Rude" has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue ...

Why Positive Word-of-Mouth is Insanely Powerful

What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy comment, or parody of the ...

Should It Be Painful for Customers to Cancel?

There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now. You can order monthly boxes ...

How to Increase Marketing Reach: Activate Your Advocates Now!

Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don't really do much for or with the advocates they have. I myself have been ...

Wired Together: Building Customer Loyalty And Word of Mouth

There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal ...

3 Ways to Prevent Negative Word of Mouth

Word of mouth means action. What drives customers to buy from you? What drives you to make a purchase? Nielsen’s Global Trust in Advertising and Brand Messages is loaded with interesting facts, but what stands out the most to me ...

Unbeatable Customer Delight: How Geico Makes You Laugh, And Buy

A standout case of customer delight has earned April's micromoment of the Month! Last Saturday at 9pm, I announced dinner time to my cats using my Geico Hump Day Camel impression, just like I do every night. “Guess what time ...

Are You Zapping the Power out of Word Of Mouth?

Companies should, and certainly DO take advantage of free or cheap communication channels like blogging, email and social media- mostly because they believe their communication is important. And maybe it is. But how are your customers to know? Before you publish another ...

The Micro/Macro of Customer Experience

When micro becomes macro (and back again) Imagine you sign up for a service which you believe will help you rent your place out for a week. You sign the papers, pay the invoice and find a tenant. Woo hoo! ...

Do You Hear Your Customers Screaming? (Probably Not.)

ATTENTION! Anyone who sells anything to anybody:  You're not hearing the complaints. Why? Because your customers are SCREAMING and telling their friends, Facebook compatriots, blog readers and other audiences how horrible you are. And yet they're not telling you. Or they ...

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