Word of mouth marketing is really one of the oldest forms of marketing. We’ve all done it and do it all the time, whether we realize it or not. We’ve all recommended something to family and friends, whether its a product, a recipe, or an app on our phones. These types of conversations are extremely important to brands. So what does that mean now?
Word Of Mouth Marketing In Digital Age
Our world has never been as social as it is now, with everyone being more connected than ever before. Checking in or tagging a location on social media is an incredible way for a location to get organic (not to mention free) advertising.
While this is a wonderful opportunity for many brands, they would be wise to keep in mind that this can go both ways. Think about any major blunder you’ve heard about from a well known company. Remember when Starbucks had people arrested in their store, causing the whole company to go through training, only for more of a mess to take place when they asked cops to leave?
While influencers can have a big say in online reviews, these days, everyone’s review counts for something. After all, you never know what it going to catch on while making the rounds on the social media circuit. It’s important to generate positive attention the whole time. Keep everyone happy, and the positivity will follow you on social too.
Keep Things Positive
Business who want to keep their word of mouth customers on the positive side of things need to keep a few things in mind. First, you need to continue delivering a good product, which should be a given.
You also need to have an online presence and be able to respond to customers as well. This can be challenging, but is necessary.
A positive experience with a brand’s social media account can completely shift a customer’s feeling towards a brand. Overall impressions online count for a lot these days.
Positive Online Experiences Make All The Difference
One incredibly powerful way to accomplish this is to think about and even label your customers in a way that will help your employees treat them well. For example, Disney employees don’t say ‘customer’, instead they say that have guests. That creates a mindset shift. Naturally, people will treat guests in a way that’s kinder than somebody with a wallet.
The main thing that can be done? Care about your customer, and things will become much easier.
