| |  Amazon + Case + WOM | 4 articles |
| Page 1 of 1 | Previous | Next | BUZZ MARKETING FOR TECHNOLOGY APRIL 15, 2010  Customer Service is the New Marketing Zappos was founded in 1999 and sold to Amazon for $1.2 It’s that WOW or should I say WOM that enhanced the value of their marketing and attracted a player like Amazon. The downside of poor customer service has been well documented on the web because social media acts as the accelerant to negative WOM (think Dell Hell, Motrin Moms, and most recently Nestle). Tweet This! | BUZZ MARKETING FOR TECHNOLOGY MAY 19, 2010 Social Customer Support delivers Strong ROI Which is a real shame and if that’s the case for you I would argue that you are focusing your social media efforts in the wrong place! Certainly there are tools out there to help you measure your efforts in social media but sometimes it’s not the tool’s fault it’s the business case. In the case of social customer support I would argue that this is the single best place to focus your social media efforts since it can reduce customer churn and increase retention rates faster than any other program we have ever seen before. Tweet This! Share this on Facebook. Digg this! | | | | | |
| B2B MARKETING ZONE POSTS JULY 7, 2010 Top 40 Posts and Hot Topics of Inbound Marketing and Social Media They help to support our arguments, enable us to build our business cases and they shine light on new opportunities and emerging market segments that hold potential for our offerings. CK’s B2B Blog , June 8, 2010 I recently ran across a positively terrific article on WOM penned by McKinsey’s Jacques Bughin, Jonathan Doogan and Ole Jørgen Vetvik. Well worth the read, the authors delineate 3 different types of WOM, propose a new way for measuring it, and explain how the IMPACT of WOM is critical, not just the volume thereof. Best of B2B Marketing. Enjoy. | BUZZ MARKETING FOR TECHNOLOGY MARCH 25, 2010  The Perfect Storm in Customer Service In my last post we discussed the 4 reasons why using Social Media pays to provide Support : Customers prefer a good customer experiences to low prices, helps aid in spreading WOM, makes customer less likely to defect and results in high profitability for the company. Related posts: 2010 – Welcome to the Age of Customer Service At the end of the last decade we saw Amazon. Tweet This! | |
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