Social marketing and networking has changed the face of marketing forever. A Quick Tweet by a sdisgruntled customer can spread quickly on the web resulting in much lost business. Because of this viral effect, companies as your phone or cable company will monitor closely such IT service desks and respond fast with a solution satisafactory to that customeras to quelch any bad press so to speak
Word of mouth marketing can make or break a company quite fast.
The opposite is also true in that a positive tweet or Facebook post can skyrocket a business overnight -sending hundreds of people to visit your business website from one intriguing or powerful post.
Word of mouth marketing is marketing that quite simply happens when someone talks about your business product or service. And as we’ve already mentioned, word of mouth marketing is often based on customer satisfaction.
Satisfaction is inherently linked to your honesty and integrity. If you mislead a customer, intentionally or unintentionally, they can and often will tell others about your dishonesty.
For example, word of mouth marketing might be talking to a friend about where they have their website hosted. They tell you a story about how they were motivated to try ABC Company by a coupon they received. However, the coupon didn’t include about $20 of annual fees. It was misleading and it ticked them off.
People are MORE THAN HAPPY TO SHARE THEIR GRIEVANCES.
They’re also happy to spread the word about companies they feel positively about.
That is the power of word of mouth marketing.
While word of mouth marketing implies speaking, that doesn’t have to be the case. Referrals, testimonials, and endorsements are all word of mouth marketing. A blog post that refers to a particular business is considered word of mouth marketing.
Word of mouth marketing is based on giving people something to talk about. When you’re honest, and every practice, every single marketing piece is authentic and transparent, (a concept we’ll talk about in a later chapter), you’re on your way to long standing success. It can be a really great product or service, a funny ad, or a celebrity being photographed with your product in their hand the end result is people are talking, (or emailing or blogging or sharing videos) about your business.
There’s something else positive word of mouth marketing accomplished…credibility.
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