Comments on: Viral Campaigning or Viral Complaining? http://customersrock.net/2008/08/25/viral-campaigning-or-viral-complaining/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Fri, 10 Feb 2012 00:13:03 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Becky Carroll http://customersrock.net/2008/08/25/viral-campaigning-or-viral-complaining/comment-page-1/#comment-2489 Becky Carroll Wed, 27 Aug 2008 17:45:43 +0000 http://customersrock.net/?p=712#comment-2489 Jody, this is a great example of the difference between positive word of mouth (WOM) and negative WOM. We are much more likely to share bad experiences (I get stories sent to me all the time for inclusion on Customers Rock!, which I don't usually post) than great ones. Expectations certainly play into it. Great stories (the kind I like to share on this blog) are usually spread when they evoke a WOW response. Otherwise, we say "Hey, I got in 15 minutes early; cool!" Good for Southwest for encouraging customers to share the positive. Sometimes, all it takes is a nudge. :) Jody, this is a great example of the difference between positive word of mouth (WOM) and negative WOM. We are much more likely to share bad experiences (I get stories sent to me all the time for inclusion on Customers Rock!, which I don’t usually post) than great ones. Expectations certainly play into it. Great stories (the kind I like to share on this blog) are usually spread when they evoke a WOW response. Otherwise, we say “Hey, I got in 15 minutes early; cool!”

Good for Southwest for encouraging customers to share the positive. Sometimes, all it takes is a nudge. :)

]]> By: Jody Reale of Zwaggle http://customersrock.net/2008/08/25/viral-campaigning-or-viral-complaining/comment-page-1/#comment-2487 Jody Reale of Zwaggle Tue, 26 Aug 2008 19:20:12 +0000 http://customersrock.net/?p=712#comment-2487 On a recent Southwest Airlines flight, the flight attendant announced as we touched down, "Ladies and gentlemen, we're arriving fifteen minutes early today. Please tell your friends; we know you would tell them if we were late." On a recent Southwest Airlines flight, the flight attendant announced as we touched down, “Ladies and gentlemen, we’re arriving fifteen minutes early today. Please tell your friends; we know you would tell them if we were late.”

]]>