Comments

Although I enjoyed reading Dave Balter's cool friends interview, I don't support his downplaying of effect of negative word of mouth. Dave says "Negative word of mouth is not the end of the brand". Tompeters.com goes to next level saying "consumers are'nt dummies: we don't expect anything to be perfect". Few can be further from truth. Can anybody argue that tablets (Tylenol) we have must be 100% safe (basic need of the consumer) or coffee machine (Home cafe) doesnt spark and smoke - in other words we need them to be perfect PERIOD.

Brand may die a permanent death if these incidents happen more than once. Are we going to excuse if J&J, tylenol kind of incident repeats? I think not. Companies must be passionate about Fire prevention but also good in fire fighting.

Its all depends on what feature a you are focusing on? I don't mind if my OnStar is not working but I would certainly mind if my brakes stops working. .

Posted by Gkrish at December 15, 2005 4:28 AM

Great interview guys! WOM is all the buzz right now. I wonder if there are buzz agents for WOM marketing companies?? It's all I hear about these days. It's like a resurgence of interest in the wheel.

I always wondered HOW marketers got people to talk about their products and services without paying them.

Thanks!

Posted by Tom O'Leary at December 15, 2005 9:07 AM

Thanks!

I wonder if there has ever been a cool friend that seemed cool - but then suddenly turned on the TP company and tried to make a mockery of all that it stands for!?

Kind of like John Heinz Kerry and Howard "I have a scream" Dean - and the way they always manage to mock the Democratic USA party with their snarky TV spin soundbites?

Posted by Sean at December 15, 2005 10:10 AM

I worked for a Member of Congress who was the master at word of mouth marketing. His catchy name, Jake Pickle, certainly helped, but the real secret to Mr. Pickle's success was hard work. I don't mean hard work in the sense of drudgery, I mean loving what you do and wanting to do it well. I can see why you picked your cool friend. I totally agree with you that the professional services firm is the model for the new economy. Mr. Pickle ran his Congressional office like that and as result had only a few serious challenges during a thirty year span in Congress. No constituent (customer) was unimportant. Thank you for what you do, Tom.

Posted by Mike Chapman at December 15, 2005 10:59 AM

Picking-up on the point made by Gkrish...

My experience suggests that things don't have to be perfect and CAN survive/thrive big problems... PROVIDED you've been open, honest and authentic at all times in all dealings.

It's when you pretend to have it all nailed from the get-go - and present an attitude of superiority - that your f*ck-ups will hang you.

What's the word? ...humility. Seen any good'n'great examples from which we can learn?

Posted by gulliver at December 16, 2005 2:17 AM

Here's some evidence of Microsoft turning a negative into a positive:

"In the past, I have been the first one to join any Microsoft-bashing party. It's fun to make fun of the "evil empire"--and very often they deserve it. However, I also think it's important to give credit where credit is due. I'm not sure that I have ever run across a better example of "best practices" customer service in the software industry. Kudos to the Microsoft Office Support Team. They truly made the best of a bad situation!"

Find out how they did it here: http://publications.mediapost.com/?fuseaction=Articles.showArticle&art_aid=37514

Posted by Tom O'Leary at December 16, 2005 5:53 AM

thanks Gulliver. "It's when you pretend to have it all nailed from the get-go - and present an attitude of superiority - that your f*ck-ups will hang you." The current administration in Washington presents a fascinating case study in this philosophy, beginning with the war effort.

Posted by Geoffrey at December 16, 2005 11:48 AM