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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 Interesting Links, buying behaviour, 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..

Customer Reference Programs in a Hyper-Social world

Wednesday, February 17th, 2010 Posted in Hyper Social Enterprise, Interesting Links, buying behaviour, word of mouth | 29 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 | 15 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 Consumer generated media, Hyper Social Enterprise, buying behaviour, marketing, word of mouth | 40 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..

Socialize what you do – don’t try commercializing the social

Wednesday, May 27th, 2009 Posted in Interesting Links, Strategy, customer service, marketing, social innovation, social media, social networking | 5 Comments »

Everybody will agree that the social has reentered business and commerce as we know it. In fact, in the beginning, all business was social. If someone sold you a bad chicken, ... Read more..

The networks that matter

Tuesday, February 24th, 2009 Posted in Interesting Links, communities, marketing, social media, social networking | No Comments »

You have thousands of followers on twitter, hundreds of friends on Facebook, hundreds on LinkedIn, and maybe some in other places. Surely you do not have enough attention to stay ... Read more..

When marketers become too self-centered, prospects don’t hear them

Wednesday, January 28th, 2009 Posted in buying behaviour, marketing, marketing communications | 2 Comments »

One of the things I learned as a marketing consultant looking at marketers' behavior from the outside in is that many of us all too often become very self-centered. We get ... Read more..

Consumers use social media to share customer care experiences

Tuesday, April 22nd, 2008 Posted in Consumer generated media, buying behaviour, 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..

The biggest influencers are not the most connected

Tuesday, March 11th, 2008 Posted in Interesting Links, marketing, word of mouth | 1 Comment »

A new research study by CNET - Understanding Influence, and Making It Work For You: A CNET Networks Study (full PDF here - via Guy Kawasaki) - finds that many ... Read more..