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New Research on the impact of Word of Mouth and Observational Learning on buying decisions

Tuesday, March 22nd, 2011 Posted in buying behaviour, Interesting Links, word of mouth | 2 Comments »

Everyone knows what word of mouth means (WOM) - it means a positive or negative recommendation about a product by another user, a friend, a trusted resource, or a stranger. ... Read more..

Social Media Marketing is not a process to promote YOU!

Tuesday, May 25th, 2010 Posted in Hyper Social Enterprise, social media | 7 Comments »

[warning: rant] I have been harping on this topic too many times, but as I recently sat through many conference sessions, and finally opened a book on communities and social media ... Read more..

Rethinking customer reference programs

Thursday, March 18th, 2010 Posted in buying behaviour, Hyper Social Enterprise, sales | 5 Comments »

I recently attended the customer reference forum, which was a great event. It has been awhile since I was directly involved in managing customer reference programs, but let me tell ... Read more..

Customer Reference Programs in a Hyper-Social world

Wednesday, February 17th, 2010 Posted in buying behaviour, Hyper Social Enterprise, Interesting Links, word of mouth | 6 Comments »

There is no question that customer reference programs do work. Long employed to support sales and marketing (you cannot talk to an analyst without having customer references) efforts in the ... Read more..

Word of Mouth from non-loyal customers has the biggest impact on sales

Thursday, February 11th, 2010 Posted in Interesting Links, word of mouth | 3 Comments »

First off, thanks for your patience after this long hiatus in my blog activity. Now let's just get back into it! When you are trying to "fabricate" Word of Mouth (WOM) ... Read more..

Word of Mouth is very valuable – as long as you do not pay for it

Wednesday, December 16th, 2009 Posted in buying behaviour, Consumer generated media, Hyper Social Enterprise, marketing, word of mouth | 10 Comments »

There has been a lot of research on the value of acquiring a customer though Word of Mouth versus Traditional Marketing. One recent project, which was published in the Journal ... Read more..

Conversation with Rob Kozinets, Marketing Professor and Editor of Consumer Tribes

Thursday, May 7th, 2009 Posted in advertising, buying behaviour, cmo2.0, communities, marketing, Strategy, technology enablement, worst practices | No Comments »

For my first CMO 2.0 Influencer Conversation, I spoke with Rob Kozinets, a professor of marketing from York University in Toronto, about communities, consumer tribes and word of mouth marketing ... Read more..

Consumers use social media to share customer care experiences

Tuesday, April 22nd, 2008 Posted in buying behaviour, Consumer generated media, customer service, marketing, word of mouth | 1 Comment »

A new research study by the Society of New Communications Research (disclosure - I am a senior fellow in the society and have been peripherally involved with the study), “Exploring ... Read more..

Your brand is defined by the UI between your company and your consumers

Monday, March 24th, 2008 Posted in best practices, customer service, marketing, marketing communications, word of mouth | 4 Comments »

You brand is defined by the consumer, not by you - I think everyone can agree with that. In the same breath, most marketing pundits will add the fact ... Read more..

Another lesson from politics – did Obama win Texas?

Wednesday, March 12th, 2008 Posted in marketing communications, public relations, word of mouth | 2 Comments »

You would think it would be a clear-cut answer, right? The one that wins the most delegates through the two-tiered election process wins... Yesterday CNN announced "Texas Caucus Win Estimated" ... Read more..