Word of mouth marketing was once as simple as it sounds: she liked the product, she told her 2 friends then they told 2 friends and so on. But now, word of mouth marketing (WOMM) is a much different concept. Social media has completely taken this term to another level. Everyday, consumers use WOMM without even knowing it! Here is some more information on WOMM:
Why should marketers use word of mouth marketing?
WOMM is the staple of all marketing tools. It is easily the most effective as it is reported 92% of consumers trust their friends and family when purchasing a product over an advertising. The main goal of WOMM is to make your customers so happy that they promote you (without you asking them to) to their friends so that your business grows. WOMM is essentially using happy costumers to promote your business. The best part about word of mouth marketing is that it is letting the customers do the work, without them even knowing.
How to use WOMM?
Facebook: Facebook is one of the most powerful social media tools, as people all around the word, at any age will be using this platform. When someone posts positive feedback about your product, it will likely get shares or likes resulting in the product spreading like wildfire.
Amazon: when a customer purchases your product on Amazon, they typically write a review. When customers see consistently positive reviews, they are more likely to invest in the product. If you have a fantastic product- this should be easy.
Trip Advisor/ Yelp: While being abroad, these are two of the most useful tools when reviewing a business. When I am on trips, all I have to do is search for restaurants near me and the best reviewed restaurants will show up. It is simple for me to look at photos of the food, comments on the overall vibe and long reviews. This will allow me to easily decide on a restaurant near me.
Ways to have perfect word of mouth marketing:
- Customer Service
When a customer is purchasing a product, they expect to be treated nicely. Customer service is one of the most important tools as it is usually the only form of contact someone has with a company. If someone calls your service line and is treated poorly, they are likely to complain to their friends about it. For example: I have tried to call my phone provider many times to fix something, but the customer service is so poor that I had to tweet at them. I even got a couple of retweets which looks awful on a company.
- Create a good name:
Customers prefer businesses that are trustworthy and honest. If you are respectful and loyal to your customers, they are likely to come back.
- The 3 E’s
- Engage: Listen to your customers, converse with them. The easiest way to do this is through social media. Twitter is probably the easiest way to converse with customer’s as it is quick and easy. @JetBlue is one of the most engaging brands on Twitter. You are likely to receive a response from them very quickly.
- Equip: Provide your customers with what they want and need. Simple: amazing service, better customer service, ability to answer questions, knowledge on the product, refunds or easy exchanges. When you provide customers with these things, they are likely to refer you to a friend.
- Empower: Give customers the ability to share their experience with you. Listen to their questions and concerns and allow them to share opinions. When you learn these things, you can use them to create a better business.
Overall, WOMM is the best marketing tool as it is free, easy and customers do the work for you, without even knowing it!