The Society for Word of Mouth helps people build word of mouth into the DNA of their organizations using social media.
Getting started on SWOM
1. Introduce yourself in the Lobby
2. Join or start a discussion in the Forum
3. Join one or several specialty groups
4. Write a blog post
Groups
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Social Marketing
113 members
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Brand Enthusiasm Experts
65 members
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small business and new...
62 members
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SWOMies in Austin
54 members
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SWOMies of OC - Online...
45 members
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SWOM Chicago
43 members
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Small Town SWOM
36 members
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SWOM Twitter Users
32 members
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SWOMies in DC
30 members
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SWOM Canada
28 members
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Southern SWOMies
25 members
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Art4Life
25 members
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Edu Swomi
24 members
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Tourism SWOMies
24 members
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New England SWOMies
23 members
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YouTube SWOMies
23 members
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SWOMies in the Restaur...
22 members
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SWOM New York
19 members
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SWOM Real Estate
18 members
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SWOMies in Hispanic Ma...
16 members
Church of the Customer blog
New company, new history
When Jackie Huba and I decided eight years ago to start a company, we envisioned it as a consulting firm that would help clients create customer evangelists. It was March 2001. We'd both just left the web development company we had worked at for three years. Online advertising was king then, but we wanted to explore why some brands experienced...Advertising without advertising
Sometimes a movie quote is the best way to capture what you're all about.Kicking out unwanted customers
"Don't talk during the movie or we will take your ass out." If you've been to an Alamo Drafthouse, the movie theater chain in Austin, Texas, then you've seen that semi-serious warning couched in a fun "public service announcement" before a movie showing. Theater founder Tim League knows that talkers mar the movie-watching experience for everyone else, and he does...Blog Posts
Stay Loyal to Your Existing Customers
When I go through my mail each day there is always an incentive for new customers to get great deals – free phones, do not pay for 3 months, etc.
As a long time customer I am wondering, where is my deal?
My husband recently needed a new cell phone, he has been with his supplier for 10 years, and he wanted the same d… Continue
Posted by Jackie McClure on October 14, 2009 at 11:44am — 3 Comments
The Importance of “Single Point of Contact”
I placed 6 calls, the first call on Sunday to have a service tech come to the house that didn’t show, after 5 follow-up calls and speaking to 23 people, yes 23 different people, you could imagine the frustration. I wont go into great detail as I may bore you with the details as… Continue
Posted by Jackie McClure on October 13, 2009 at 1:44pm
Focusing on volume, not value = crap
A lot of us make the mistake of recommending tactics before strategy. Sometimes it's because it's easier and more fun to think about a cool execution before we think about its effectiveness. Other times it's because we're desperate for results. Either way it ends up screwing us in the end.
A good example of this is blogging. Everyone else blogs so we think we should too. This is exaggerated even… Continue
Posted by Ryan La Rosa on October 6, 2009 at 12:38pm — 1 Comment
I bet A-Rod sucks at social media...
Take sports. Let’s compare A-Rod’s statistics to Scott Brosious’s, the man who stood at third base just a few years prior to A-Rod in New York. Scott Brosious, who retired in 2001, is a career .257 hitter with a total of 141 home runs. A-Rod is a career .306 hitter with 553 home runs. Over his… Continue
Posted by Ryan La Rosa on September 24, 2009 at 11:30am
Word of Mouthful of Sushi
My favorite local (Phoenix, Arizona) sushi joint – Hana Japanese Eatery – understands that it has a league of loyal customers who rave about their food to friends, family, colleagues, and, probably, complete strangers. In the marketing world, we call those people evangelists. At Hana, they call them “Hardcore Hanacore”.
From… Continue
Posted by Jeff on September 23, 2009 at 3:30pm
Can I catch Happiness from My Twitter Community?
Posted by Warren Sukernek on September 13, 2009 at 9:13pm
Negative experiences lead to negative word of mouth: My AT&T Experiences
I've written multiple blogs blogs about my bad customer experiences with AT&T (here is a link to a recent blog on this topic if you are interested). I have blogged, twittered and called them too m… Continue
Posted by Kim Proctor on September 20, 2009 at 4:00pm
Customer dialogue supports retention
As a reader of this blog, you know I’m an advocate of a two-way dialogue between a business and their customers, and how that dialogue and responsiveness can grow retention.
I appreciated h… Continue
Posted by Kim Proctor on August 20, 2009 at 10:00pm — 2 Comments
Study shows: Social media efforts really pay off $$
Here is a great study showing the connection between company social media engagement and a real financial result. I love the finding, because it supports the power of engagement, of real tw… Continue
Posted by Kim Proctor on August 26, 2009 at 11:33pm — 3 Comments
Avoid Google money-making scams
Here's an example:
"I just made $449 this week working from home for google. I cant believe how easy this is. Im recommending this to everyone, check out this guys google blog: www.howimakeinternetmoney.com"
Suc… Continue
Posted by Jim Veihdeffer on August 14, 2009 at 2:13pm — 5 Comments
Forum
Customer WOM - check this out 2 Replies
I just came across a new service (still in beta) called Hollrr Here is a brief overview: "Currently in invitation-only beta, Seattle-based Hollrr aims to help small companies launch new products....
Started by Kim Proctor in Other. Last reply by Charity Limula Nov 8.
Share of Conversation 1 Reply
Over on Media Philosopher, Marcel Lebrun has created a new social media metric called, Share of Conversation that seeks to go beyond Share of Voice by measuring the degree to which a brand is assoc...
Tagged: conversation, of, share, measurement
Started by Warren Sukernek in Case studies, metrics, and other WOM evidence. Last reply by Andre Jun 8.
Excellence - The most dishonored word in business today 7 Replies
Think about it. How many businesses love to tout their "committment to excellence" or "excellence in everything we do" and so on and so and on ad nauseum. As one carefully observes the performance ...
Started by Geoff Hampton in Books. Last reply by Bruce MacDougall Aug 28.
Does posting links on Twitter make you an expert? 9 Replies
I don't think so and I think the tendency to do this is devaluing the true experts and the medium. Here are my thoughts in full - http://parkandco.com/blog/?p=821 Am I right? Am I wrong? Trying to...
Started by Ryan La Rosa in Help fellow SWOMies. Last reply by Phil Tanny Jun 16.
My Swomi Board
A few months back, we asked for your help in shaping SWOM’s education mission. Two common refrains we heard: * More “WOM 201” programs * The opportunity to learn from peers in an intimate format ...
Started by Jackie Huba in Other Jan 12.
WOM isn't [just] hiring an actor to promote your brand
There's a healthy, constructive word of mouth marketing debate going on over at http://blog.brandexperiencelab.org/experience_mani think this is one of the biggest challenges we face as a word of m...
Tagged: education, debate, marketing, guerrilla
Started by Jeff Stephens in Books Jan 2.
Help SWOM develop its education curriculum 19 Replies
Help SWOM develop its word of mouth education curriculum by answering one or both of the following questions: 1. What specific or general topics related to word of mouth would you like to see taug...
Started by Ben McConnell in About SWOM. Last reply by Miles J. Shapiro Apr 28.
Affordable word of mouth ideas 33 Replies
What are affordable ideas for building word of mouth, whether in good or bad economic times? Here's a list of 5 ideas. Add your own, too. 1. Personalize the bills of lading or receipts sent to cus...
Started by Ben McConnell in Help fellow SWOMies. Last reply by Laney Liner Apr 2.
Is Advertising Dead? 10 Replies
Wall Street Journal reported yesterday that Pepsico will give a million dollars to anyone who can create a Doritos ad for the Super Bowl. Also yesterday Adweek reported that Ad Spend Falls 1,6% du...
Tagged: Decline, Recession, MadMen, UserGeneratedContent, Doritos
Started by Ulla Jones in Case studies, metrics, and other WOM evidence. Last reply by Melissa Nery Dec. 29, 2008.
Word of Mouth via Company Employees 6 Replies
I just read this article in Ad Age, and until today, only really thought of WOM in the realm of customers talking to customers, friends to friends, etc. I hadn't considered the importance of EMPLOY...
Started by Jacqueline Amyot in Case studies, metrics, and other WOM evidence. Last reply by Frans van Zon Dec. 22, 2008.
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