Word of mouth marketing may seem like something you don’t need to worry about in this fast-paced digital age.
But you’d be wrong.
At the end of the day, the thing that is going to give you an edge over your competitors, perhaps more so than anything else is understanding what your customers want and delivering it to them time and time again.
To be successful, a brand needs to understand what their customers truly value, and if they can give them that, those customers will sing their praises – and there is nothing more powerful than that.
According to Nielsen “84% of consumers say they either completely or somewhat trust recommendations from family, colleagues, and friends about products and services – making these recommendations the highest ranked source for trustworthiness.”
Just think about that for a moment.
If your customers don’t trust your products or don’t trust your brand, you won’t make any sales. Getting them to believe in you isn’t through giving them big promotions or via targeted email campaigns, it’s by offering customers an incredible experience from start to finish, and those customers telling their family and friends.
It’s so important not to underestimate the value that word of mouth marketing has. Perhaps it’s because the way we communicate with one another has changed that this has become even more imperative for businesses to pay attention to.
Before the digital age it was far more difficult for business to know people were talking about them, now, thanks to social media, it’s much easier. Not only will people recommend an excellent product or service in conversation face to face, but they’ll also rave about it online too. Because of this, their reach is far greater.
If they post something on a friend's Facebook wall, for example, it’s not just a friend they’re telling; it’s all their friend's friends too. The result is that if you get a glowing review it can work wonders to boost your business, but if you get a negative one the impact is much more significant too.
Focusing on word of mouth marketing is an effective marketing tactic. It creates trust and customer loyalty for your brand, and the more word of mouth marketing you can drum up, the more positively your brand will be viewed by a larger and larger cohort of people. Unlike some other marketing methods it’s also low cost and low risk and done right could create significant returns for your business also.
So how can you do this? Make it your mission to offer the best customer service in the world. Focus on building your reputation slowly, one satisfied customer at a time. Appreciate your customer by thanking them regularly, acknowledging their support, and making them feel valued and part of your growing business. Acknowledge this by giving them tokens of gratitude such as gifts, thank you notes, free shipping offers, and discounts. Ask them for feedback regularly, acknowledge it if they do, and then take it seriously and tell them what you are going to do to improve.
Word of mouth messaging isn’t going to change your business overnight, but building up a positive buzz and a sense of trust around your brand can happen in time, letting you control how your brand is received and continuing to expand your customer reach as more and more people share their positive experiences.
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