Welcome to Word And Mouth

For every million dandelion seeds blown through the air, one finds a warm and nourishing place. A space to grow, to thrive.

Just like Edison and his quest for artificial light.

While Word And Mouth doesn’t quite attain the same sort of Herculean success (yet) as Tom and his bulb, it’s been a long and winding road to get here.

And now we’re here, we ain’t going anywhere. Apart from up.

Candidly: Word And Mouth was conceived on Tuesday. That’s the ‘other day’, as in 10am on 15/09/09.

A mini whoop, a small investment in a virtual letterbox and WordAndMouth.com was born.

Word And Mouth is the product of a multimedia-trained consumer journalist’s dream to relinquish the corporate environment in pursuit of a goal: to discover his talents.

Working for The Man finished in October 2008. What followed was a prolonged bout of travelling, introspection and indulgence in the company of many, many inspirational people.

And finally that lightbulb moment. To harness the disciplines of writing and broadcasting to offer Small and Medium-sized Enterprises (SMEs) the opportunity to reach out to their customer bases using dynamic, exciting and passionate communications.

We delight clients with incisive marketing content, product promotion, podcasting and social media tools. Wrapped up in sincerity and charm, as you’d expect from a company based in the cultural paradise of Liverpool.

Success used to be measured in the three Ps of persistence, patience and purpose.

As consumers we are losing the will to exert ourselves. We’ll snatch up the most convenient products, often snubbing the best. We’re time poor. And we don’t really know what we want, apart from conspicuous consumption.

Scratch that last sentence. We do know what we want: we want to be loved, we want to be pampered and preened. And we won’t – under any circumstances – settle for anything but immaculate customer service.

So business owners have to be smarter than ever. To be prepared, passionate and principled. For these are the three Ps that drive business today.

Word And Mouth lives and breathes Three Ps 2.0 in pursuit of achieving the modern SMEs goal of customer service, loyalty, delight and referrals.

And we think we’ve cracked it.

We leave clever communications to the big advertising agencies. We do straightforward, because no-one has time to rationalise confusing messages.

Word And Mouth is all about:

  • Clarity
  • Conviction
  • Simplicity
  • Measurability

To surmise – we reach out to your customers with your messages in their language.

As this site evolves, we’ll introduce case studies to help you figure out how Word And Mouth can work best for you.

Til then, look around. And don’t hesitate to contact us. Anytime. About anything.

Because communication starts with the heart. Like Word And Mouth, it’s a miraculous organ that never stops beating.

Am I a leader?

And there is perhaps the shortest headline oxymoron in living history.

To be a leader, you have to make decisions. And take people with you.

Leadership is a fascinating discussion point and one that came to light today as I trundled (on feet, confusingly, rather than wheels or a monorail) to Liverpool University’s Management School for a taster session on a fascinating course called  Lead.

The concept is to incubate with inspirational leadership techniques, small businesses whose captains want to grow their share of the marketplace.

Through 10 months of mentorship (that’s coaching), round-table discussions and action learning, it is said that you can increase your annual revenues by £200,000.

All for £1,000!

I’m a journalist. I led millions of people a merry dance through newspapers, magazines and websites in my notorious youth. I’m a bit more sanguine about the whole thing now but I like to think I know a thing or two about leadership. Prof Tom Cannon does. He runs a business and teaches business.

But one thing I can’t overlook is this notion that great leaders are born, not made. Tom is a fantastic fellow and he elucidated that to be a great leader you need charisma and communication skills.

95% of the population would fail if these disciplines were tested in some form of freaky psychoanalytical sideshow presentation.

So I wonder how you can tutor an immersive course – 2 days per month over 10 months – with the promise of engendering leadership abilities in 25 people, known as cohorts.

I love the idea and I’d be super keen to dive on in and give it a go if a. I had the time, and b. I genuinely believed that I would get as much out of it as I would have to put in. But as anyone who knows me knows, unless my heart is 100% into something I’d end up taking a place that someone else could make more use of.

Fair play for starting this £9.5m course though. The more help small and medium sized businesses get this day and age, the better.

A link to the Lead course.

Ghost bloggers

The spectre of expected success often overlooks the tactile ghost of reality.

That’s what I’ve discovered in a worrying number of cases where companies blithely ignore the voice of the brand and hunt forth a writer with all the aesthetic potential of Stephen Hawking on a windsurfer, but with the promise of a hen about to lay golden eggs.

I had an interesting chat with my mother today. She’s an exceptional wordsmith. You’d expect nothing less since she bore me. In any case, I discovered in her a candid frustration in becoming a published writer. She had no track record as a published writer, you see. And to become a published writer you automatically need to be one.

But what’s more alarming than the stilted reality of a catch 22 situation is a sizeable number of people who have become published – perhaps by offering their services for free to desperate recipients – and then building upon a lacklustre job a somewhat vacuous reputation that somehow beguiles future assignors into believing they have what it takes.

This occurs more often in the sphere of ghost blogging than anywhere else, a survey* recently revealed. The number of companies who are jettisoning their brand voice in favour of someone who can patch together in a manner of crazy paving words that breathe an altogether different conceit.

I’ve worked with big brands and those not so big. One thing that unites each and every one is uniqueness. Yet there’s a breed of writer which cannot discern between the subtle nuances of enterprises which, delving a little into the company’s background, are amplified into shrieks of exclusivity.

As a writer I spend at least two days with an organisation that wants me to either speech-make or craft intimate web content. I don’t make this promise for ad-hoc jobs relating to one or two pages of editorial: one has to make a living.

To recruit a ghost blogger, you need to know they share the same personal goals and objectives as those in your professional realm. They must vicariously live your brand and what it stands for. Don’t employ a snowboarder if you’re an abseiling products manufacturer: unless they manage to combine the two disciplines faultlessly.

Like them. If you like them and their work, they’ll probably like you too. And they’ll strive for you. But more importantly, your readers will like them, and respond accordingly.

Make them feel like the CEO. Here’s the rub: if your ghost blogger is exactly who you’re looking for, you’d trust them to run the company. It’s that simple. If you wouldn’t, don’t employ them. Because in a marketing sense their role is more important than the CEO. Customers will live and die by your ghost blogger’s keyboard.

Found the right person? Watch your profits soar…

* Survey was manufactured entirely for the purposes of illuminating a particularly shaky and vague line of argument.