November 13-15 is the annual Word of Mouth Marketing Summit & Research Symposium. More information and registration information here. I got involved with WOMMA less than a year ago, but the relationship has really been beneficial to me in expanding my thinking on the implications of communities, social media and influencers. I have the pleasure this year of both speaking on the topic of influentials and co-chairing the launch of a new Influencer Council with Peter Hershberger and Brad Fay.
The topic of influentials has really taken off this year and I’m excited to present and help launch a council focused on thinking through the discipline of finding, thanking and engaging the enthusiasts that are radically changing the conversation on the web about products, brands and services. Whether you’re a customer service/support, product development or marketing leader with robust communities or staring at the cold start problem, there’s no more important place to begin than with the enthusiasts. Far to often our functional silos are disconnected from one another, but this is a critical place to bring these groups together. Marketers often talk about the conversation starters. Find those starting brand/product conversations and work to reach and engage these word of mouth leaders. I prefer to think about finding the conversation stoppers. Why are your users in your communities? A substantial number of conversations started on the web (in forums, blogs, newsgroups…) are actually questions – requests for help. This means I want to capture two things…what are people commonly asking for (feeding a voice of the customer process- a post for a later date) and who are the people giving all the best answers – the conversation stoppers! And guess where word of mouth (both positive and negative) usually comes from? Someone requests help and gets either exceptionally good service or exceptionally poor service. You know who talks more about a brand than someone who loves it? Someone who has a bad experience. Any idea who talks even more than that person? Someone who had a bad experience that the company shows up and makes it right. Take a look at this well known example from Dell.
Such a rich topic to debate and discuss and a core place to tear down organizational silos as you think about flat companies! I hope you join us in Las Vegas or at least stay tuned here for more on the topic from me.
One final thought on WOMMA. Ultimately, I judge the value of my participation in events and associations pretty simply. I take a one year view and as I get close to that anniversary, I ask myself about the quality of learning and people I have met through the activity and it’s likelihood to continue to impact me professionally, personally and/or academically. By this measure, consider this post to be positive word of mouth on the Word of Mouth Marketing Association.
WOMMA Facebook group here: http://www.facebook.com/group.php?gid=3272859876
WOMMA Blog: http://www.womma.com/blog/
Sean
