customer experience articles » Word of Mouth http://www.customerpassion.com/articles Hand picked articles related to Improving Customer Experience Fri, 25 Apr 2008 17:43:50 +0000 http://wordpress.org/?v=2.6.3 en Five Ways to Tap Into Social Shopping http://www.customerpassion.com/articles/five-ways-to-tap-into-social-shopping/108.htm http://www.customerpassion.com/articles/five-ways-to-tap-into-social-shopping/108.htm#comments Fri, 14 Dec 2007 14:18:48 +0000 Customer Passion LLC http://www.clickz.com/showPage.html?page=3627777 Given the amount of time devoted and content consumed by potential shoppers on social media sites, they are important vehicles for retailers to consider as part of their overall online marketing strategy. These visitors tend to focus on what their friends and colleagues, who are trusted sources, are saying and doing rather than on third-party [...]]]> Given the amount of time devoted and content consumed by potential shoppers on social media sites, they are important vehicles for retailers to consider as part of their overall online marketing strategy. These visitors tend to focus on what their friends and colleagues, who are trusted sources, are saying and doing rather than on third-party advertising messages. Marketers must carefully think through how they engage in consumer conversations to aid sales.

Filed under Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/five-ways-to-tap-into-social-shopping/108.htm/feed How Do Consumer Ratings Affect Sales http://www.customerpassion.com/articles/how-do-consumer-ratings-affect-sales/106.htm http://www.customerpassion.com/articles/how-do-consumer-ratings-affect-sales/106.htm#comments Wed, 29 Aug 2007 14:21:55 +0000 Customer Passion LLC http://www.bus.umich.edu/NewsRoom/ArticleDisplay.asp?news_id=10072 A new study by the University of Michigan examines the relationship between the number of online reviews and sales. Researchers find that the volume of reviews has a significant increase in sales for positive ratings and a significant decrease for negative ratings after a certain threshold number of reviews.

Filed under Customer Feedback System and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/how-do-consumer-ratings-affect-sales/106.htm/feed The Customer Service Hall of Shame http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm#comments Tue, 01 May 2007 01:17:54 +0000 Customer Passion LLC http://articles.moneycentral.msn.com/SavingandDebt/Advice/TheCustomerServiceHallOfShame.aspx Who hasn’t gotten lost on an automated phone line, wandered aimlessly around a store trying to find a sales clerk or waited hours for the repair technician who never comes? MSN Money asked readers to rate their worst customer service experiences, and more than 3,000 responded within 24 hours. With the help of pollster Zogby International, MSN has created the Customer Service Hall of Shame. And the winner is….

Filed under Improving Customer Satisfaction, Customer Service Training Program, and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm/feed Social Shopping helps Word of Mouth Marketing http://www.customerpassion.com/articles/social-shopping-helps-word-of-mouth-marketing/101.htm http://www.customerpassion.com/articles/social-shopping-helps-word-of-mouth-marketing/101.htm#comments Mon, 13 Nov 2006 05:26:34 +0000 Customer Passion LLC http://tinyurl.com/wrv5h For most small businesses, competing on the Web is hardly easier than competing offline, where gigantic retailers with huge marketing budgets dominate. But for Amenity Home, a start-up in Los Angeles with three products, four employees and no marketing budget, getting noticed was a simple matter of word-of-mouth advertising, albeit in an unusual way.

]]> http://www.customerpassion.com/articles/social-shopping-helps-word-of-mouth-marketing/101.htm/feed Word of Mouth Marketing is the Real Deal http://www.customerpassion.com/articles/word-of-mouth-marketing-is-the-real-deal/96.htm http://www.customerpassion.com/articles/word-of-mouth-marketing-is-the-real-deal/96.htm#comments Fri, 14 Apr 2006 00:14:50 +0000 Customer Passion LLC http://www.fastcompany.com/resources/marketing/post/022206.html Most of us have known word of mouth was a vital channel for building businesses and brands. Now this powerful means of connecting to consumers is an official business discipline. The basic principles of WOM apply to both consumer and B2B challenges.

* A happy customer is the greatest endorsement
* Give customers a voice
* Listen to consumers
* Engage the community

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]]> http://www.customerpassion.com/articles/word-of-mouth-marketing-is-the-real-deal/96.htm/feed Negative Word of Mouth Keeps Friends Out of Your Store http://www.customerpassion.com/articles/negative-word-of-mouth-keeps-friends-out-of-your-store/90.htm http://www.customerpassion.com/articles/negative-word-of-mouth-keeps-friends-out-of-your-store/90.htm#comments Fri, 17 Mar 2006 17:43:05 +0000 Customer Passion LLC http://bakerretail.wharton.upenn.edu/publresearch.html More than 50 percent of Americans report that a negative shopping experience of a friend or colleague will prevent them from setting foot in a store altogether. A recent customer dissatisfaction study finds that as shopping problems get repeated, they often get embellished and actually become up to five times more damaging to customer retention than the initial negative shopping experience itself. More info here and here.

Filed under Improving Customer Satisfaction and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/negative-word-of-mouth-keeps-friends-out-of-your-store/90.htm/feed Customer Experience Management Helps Hotel Win Award http://www.customerpassion.com/articles/customer-experience-management-helps-hotel-win-award/89.htm http://www.customerpassion.com/articles/customer-experience-management-helps-hotel-win-award/89.htm#comments Fri, 24 Feb 2006 21:13:02 +0000 Customer Passion LLC http://www.hospitalitynet.org/news/154000320/4026444.html The hotel won the Customer Strategy award, presented for an initiative that effectively identifies customers, differentiates them by their needs or value, and reengineers interaction processes according to those values or needs.

Filed under Improving Customer Experience, Improving Customer Satisfaction, and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/customer-experience-management-helps-hotel-win-award/89.htm/feed The Art of Creating a Community http://www.customerpassion.com/articles/the-art-of-creating-a-community/88.htm http://www.customerpassion.com/articles/the-art-of-creating-a-community/88.htm#comments Fri, 17 Feb 2006 20:01:33 +0000 Customer Passion LLC http://blog.guykawasaki.com/2006/02/the_art_of_crea.html If you have a great product, then pro-act: find the thunderlizards and ask them to build a community. (Indeed, if you cannot find self-appointed evangelists for your product, you may not have created a great product.) If it is a great product, however, just the act of asking these customers to help you is so astoundingly flattering that they’ll help you.

Filed under Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/the-art-of-creating-a-community/88.htm/feed Net Promoter Score: Would You Recommend Us? http://www.customerpassion.com/articles/net-promoter-score-would-you-recommend-us/81.htm http://www.customerpassion.com/articles/net-promoter-score-would-you-recommend-us/81.htm#comments Fri, 27 Jan 2006 15:44:02 +0000 Customer Passion LLC http://www.businessweek.com/@@1UNBZoQQc@0jiBIA/magazine/content/06_05/b3969090.htm BearingPoint Inc. is considering tying bonuses to the scores after it found that clients that give high net promoter scores also show the highest revenue growth. The approach is gathering steam at a time when CEOs are increasingly focused on getting closer to customers. It also plays into the executive lament that loyalty management programs, which track customer retention, are among the most ineffective tactics in their toolbox. Pair that with mounting recognition of the power of word of mouth and social networks, and it’s easy to see why buzz is building. Filed under Customer Feedback System, Building Customer Loyalty, Improving Customer Satisfaction, and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/net-promoter-score-would-you-recommend-us/81.htm/feed Branded communities offer new way to sell products http://www.customerpassion.com/articles/branded-communities-offer-new-way-to-sell-products/73.htm http://www.customerpassion.com/articles/branded-communities-offer-new-way-to-sell-products/73.htm#comments Thu, 29 Dec 2005 18:50:38 +0000 Customer Passion LLC http://www.nypost.com/business/59581.htm BMW and HBO are among those companies creating online “branded communities” to build awareness and loyalty among consumers. “The holy grail of marketing is when you get a community of people interested so that they not only talk about a product or a brand but everything else in their lives,” said Peter Friedman, chief of LiveWorld. New York Post (12/29). Filed under Building Customer Loyalty and Word of Mouth Marketing.

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