• MARKETING ACTION  |  MONDAY, DECEMBER 1, 2014
    [Forrester, WOM] Advocacy Marketing Part 2: Building Your Plan in 5 Steps
    Advocacy marketing is a centuries-old (at least) practice commonly known as word-of-mouth (WOM) advertising. Forrester Research reports that 85% of B2B decision-makers rely on online communities when researching business technologies. Welcome to part deux of our 2-part series on advocacy marketing. In part 1 we answered two burning questions about the practice: What is advocacy marketing? and Why is it awesome? This installment will unpack the How (as in How is it done? )
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, DECEMBER 1, 2010
    [Forrester, WOM] FOUND the ROI of Social Media for B2B Marketers!
    Don’t take my word for it, a recent Forrester study showed that customers actually prefer a better customer experience compared to everyday low prices and that they would actually be willing to pay an average of 10% more to a company that provided a superior customer experience. Moreover, great customer experiences drive positive word of mouth (WOM) which capitalizes on the viral nature of Social Media.
  • DELICIOUS B2BMARKETING  |  SUNDAY, OCTOBER 31, 2010
    [Forrester, WOM] Finding B2B Social Media Tools That Add Value – not Just Time
    Start with Forrester’s POST approach , and fold the tools in later. That is the question – in real estate public relations Did You Hear How to Harness the power of WOM to Drive Business Results?
  • B2B MARKETING ZONE POSTS  |  WEDNESDAY, JULY 7, 2010
    [Forrester, WOM] Top 40 Posts and Hot Topics of Inbound Marketing and Social Media
    Here’s a great example of an effective infographic that illustrates social media behavior by age group, based on a Forrester Research study. 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. Best of B2B Marketing. June 2010. Some amazing content from June. Enjoy.
  • BUZZ MARKETING FOR TECHNOLOGY  |  WEDNESDAY, MAY 19, 2010
    [Forrester, WOM] Social Customer Support delivers Strong ROI
    Not only that but a recent Forrester study showed that customers actually prefer a better customer experience compared to everyday low prices, and moreover great customer experiences drive positive word of mouth (WOM). Related posts: It pays to provide Support with Social Media In a recent Forrester Report on “Customer Experience Pays Off. In a recent poll by the TSIA o f firms using social media – 68% of companies don’t know or can’t measure the ROI of social media.
  • BUZZ MARKETING FOR TECHNOLOGY  |  THURSDAY, APRIL 15, 2010
    [Forrester, WOM] Customer Service is the New Marketing
    It’s that WOW or should I say WOM that enhanced the value of their marketing and attracted a player like Amazon. In a world where User Generated Content has surpassed that of Publisher Content (ie marketers like you and me) I would argue that Word of Mouth (WOM ) is really your last frontier as a marketer and that outstanding customer service is not only the new marketing it’s your only marketing! Zappos was founded in 1999 and sold to Amazon for $1.2
  • BUZZ MARKETING FOR TECHNOLOGY  |  THURSDAY, MARCH 25, 2010
    [Forrester, WOM] 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. It pays to provide Support with Social Media In a recent Forrester Report on “Customer Experience Pays Off.
  • BUZZ MARKETING FOR TECHNOLOGY  |  TUESDAY, MARCH 23, 2010
    [Forrester, WOM] It pays to provide Support with Social Media
    In a recent Forrester Report on “ Customer Experience Pays Off as Social Media reduces Obstacles for Real Change ” they have really nailed down the argument I have been making over the last year about why Support is the single best place to build your business case for Social Media. But in a recent survey by Forrester customers in every major industry preferred good customer service to price.