Decoding Word of Mouth
Getting customers to talk about your products and services has long been the marketer’s coveted goal. Elusive as word of mouth (WOM) may be, the fruits of positive consumer talk can transform any business.
No matter how great your advertising and promotional strategies are, nothing is more powerful than one real person telling another real person why they should buy from you.
Most marketing initiatives and business plans incorporate some aspect of so-called viral marketing since Seth Godin’s Unleash Your Ideavirus and Malcolm Gladwell’s The Tipping Point.
But knowing terms like sneezers, influencers, connectors, and mavens won’t help you create authentic WOM.
What will? Start by understanding why your customers talk in the first place. Then, you’ll be less likely to waste time trying to manipulate your customer’s opinions and more time supporting them with a superior customer experience.
Our latest slideshow, created by Aaron Shields and designed by Melissa Thornton, makes the rules of WOM crystal clear:
If you want to go deeper in your understanding of consumer talk, check out BJ Bueno’s Why We Talk: The Truth Behind Word of Mouth.
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