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May '23 in
Start Here!
Welcome to the Good Word Of Mouth community! The goal of this group is for marketers, creators, and entrepreneurs to discover new ways get attention, traffic, and customers through creative word-of-mouth initiatives. Inside of the classroom, you'll see that we created tutorials & templates to recreate these types of word-of-mouth programs, but some of the modules are LOCKED... To unlock them, you have to "level up" by getting likes on your posts or comments inside the community. This encourages everyone to be active inside the group and share valuable content so that you can unlock more free bonuses and level up on the leaderboard. NOTE: This does not mean spam everyone by posting a bunch of irrelevant things OR start liking your own posts/comments, those don't count contribute towards your level anyways. Also, if you're just here to look around, be a spectator, and simply take from the group but not give anything back in return... you will be kicked after 30-days of inactivity. Skool allows us to see when you're last active, so we'll clean house every month and ensure this group remains high-quality. To kick things off, please comment below introducing yourself. Let us know: 1. Your name 2. Your business, what you do, and who you help 3. What project you're currently focused on See you in the comments!
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New comment May '23
May '23 in
Chewy.com (how they got 72m+ impressions for under $100)
Chewy is great at delighting their customers. So much so, they’re getting 100m+ impressions /yr (for free). Here’s their CX strategy: - Send customers unexpected birthday gifts. - Send flowers & hand-written notes. - Respond to all mentions with unique responses. If you search “Chewy customer service”, and filter by latest, you’ll find 100+ new posts /day of customers sharing their experience. In one of their most popular tags, a customer received over 42k retweets and 718k likes after sharing that their pet passed away and that they no longer had a need for the food. All Chewy did was refund the customer's order (~$81) and sent them flowers ($~40). Although this may have cost them money in the front end, the goodwill ended up giving them 70m+ impressions on that tweet alone. (not to mention the 1k's of other similar tweets). Practical tips: - Create goodwill (even if nothing is expected in return). - Don't hold customers refunds hostage. Even if they seem to be wrong, don't hold it against them. - Have quick response (<2 hrs), humanly (not copy & paste), and even in odd times (ie. 2am). - Respond to all mentions on social media. Let me know what you think. Feedback. Questions. Thoughts. Cheers🥂 ~ Phil Vilk
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skool.com/good-word-of-mouth-4131
Breaking down how top companies delight customers with word-of-mouth strategies.
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