2. ZAPPOS MAKES US
HAPPY
Word-Of-Mouth Strategy: Keeping customers satisfied
• Keeping your customers satisfied encourages them to share your brand with friends, a strategy Zappos
knows well.
• Rather than focusing primarily on paid advertising, Zappos makes customer satisfaction a priority
• They’re “a customer service company that just happens to sell shoes.”
7. WENDY’S
NATIONAL ROAST
DAY
Word-Of-Mouth Strategy: Leveraging social
media; creating virality
• Thanks to its roasts, on-point memes and
timely pop culture references, Wendy’s now-
iconic Twitter account got everyone talking
about the fast-food brand.
• Their response to Carter Wilkerson’s “free
chicken nuggets” tweet ignited a hyper-viral
word-of-mouth campaign.
• Wendy’s told Wilkerson that 18 million
retweets of his tweet would earn him free
chicken nuggets for a year. Wilkerson didn’t
reach that goal, but at the time, his tweet set
a record for the most retweets of all time!