Tag Archives: word of mouth

Southwest’s secret to dominating the airline industry…common sense

April 28, 2012

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Tweet  So the other day I’m flying this airline with a group of colleagues for a business trip. It doesn’t really mater which airline. I’ll just say that it wasn’t Southwest. But you would have been able to guess that after reading the next few paragraphs. Here are a few of the things that happened [...]

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The value in being top of mind

October 20, 2011

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Tweet    Pop quiz! Don’t worry, you won’t be graded. A friend just moved to town and asks you to recommend a dentist for his family. Or an industry peer tells you her company is hiring and wants to know if you have anyone in mind who would be a good fit. You, of course, [...]

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3 things blogging and the Dewey Decimal System have in common

October 19, 2011

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Tweet  You remember the Dewey Decimal System, right? Well, if you’re over the age of 25, you probably do. You know, that card catalog. In the library. Some might call it the original search engine. We used it to help us find the books we were looking for. Before there was “the Google” and “the [...]

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WOM in-depth: 4 different types of online relationships

August 28, 2011

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Tweet                        You’re online relationships aren’t as strong as you think. There, I said it. I’ve been thinking a lot about relationships this past week. Don’t worry, I’m not going to go all Dr. Drew or Dr. Phil on you in this post. I don’t [...]

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WOM in-depth: Choose your own adventure

August 26, 2011

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Tweet  I’ve been feeling left out lately. Kind of like a 35-year-old who just heard about snap bracelets for the first time. Everyone’s been blogging about Peter Shankman-this and Morton’s Steakgate-that. And I’m just now getting a chance to cut into the issue — obligatory steak joke required. So here goes nothing. I think I’ll [...]

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WOM in-depth: Why I’m going to quit using the word influence

August 24, 2011

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Tweet                            I’m quitting influence. Like people quit smoking or drinking. Because I have a problem. And I don’t think I’m the only one. Actually, I’m not going to quit using the word influence entirely. But I do plan to cut back. If [...]

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The wrong — and right — way for brands to handle a mistake

August 15, 2011

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Tweet                          It’s customer service story time again. This time we go out to a local restaurant that Maggie and I frequent. Saturday night we had dinner there with her parents to celebrate my birthday and their wedding anniversary. More importantly, it’s a burger [...]

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Tweet Eggs and Spam

July 10, 2011

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Tweet                            I hate spam. I hate spam. Damn that spam. Damn that spam. Damn that spam. I do not like it…damn that spam. Do you like tweet eggs and spam? I do not like them…damn that spam. I do not like tweet [...]

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Stories, people resonate: Don’t forget about the qualitative

July 5, 2011

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Tweet                        My favorite social media story of all time is the first one I ever heard. Shel Holtz told it. The Park ‘N Fly story. I heard it for the first time in 2007, but I still remember it clearly. You see, Shel was [...]

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Without trust, businesses have nothing

May 20, 2011

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Tweet    There’s a story about a small business that you’ve probably heard. A husband and wife team invest all their hard-earned money to fulfill their dreams and do just enough to get the doors open. Times are tough at first, but they work hard. They always have. And they treat every customer that comes [...]

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Social state of the union

January 26, 2011

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Since President Obama gave his state of the union address yesterday, I thought it might be interesting to look at the social state of the union and reflect on how far we’ve come with the integration of social media into the business world and how far we still have to go.

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