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Word of Mouth is…
* The voice of the customer
* A natural, genuine, honest process
* People seeking advice from each other
* Customers talking about products, services, or brands
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Word of Mouth Marketing is…
Recognizing that a happy customer is the greatest endorsement: We work to create customer enthusiasm instead of pushing marketing messages
Giving customers a voice: Providing something worth talking about Providing tools that make it easier for them to share their opinions
Listening to consumers: Engaging them in open, unfiltered conversation Promptly and honestly responding to their concerns Valuing customer opinion, whether it is positive, negative, or neutral
Engaging the community: Finding the right people and connecting them to each other Helping new communities to form Participating in and supporting existing communities and conversations
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The only marketing based on genuinely passionate people...
Word of mouth marketing is the most honest form of marketing, building upon people’s natural desire to share their experiences with family, friends, and colleagues.
Our work empowers people and gives them a voice … a process that can never be reversed. If we succeed in satisfying our customers, we will benefit greatly because they will share their enthusiasm and support our brand. But if we fail, that same voice will hold us accountable and broadcast our failings.
Only honest marketers with confidence in their products dare engage in word of mouth marketing -- because it will backfire if the promise of your marketing message isn't backed up by reality. Once you give people a voice, they will tell the true story of your company, good or bad.
Word of mouth marketing is self-policing and pushes marketers to create better products and provide genuine satisfaction.
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Before you leave, make sure you see these.
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This 25-page eBook examines the valuable word of mouth marketing trends presented through case studies and Keynotes at WOMMA Summit 2011.
Download eBook
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Best Practicebook: WOs GuideM in the Customer Contact Center
Read the Guidebook
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Webinar Library
Download podcasts, presentation decks, and watch SlideShares of WOMMA Webinars and Brand Council Webinars.
Visit the Library
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WOM 101
Learn the art and science of creating effective marketing programs that get customers talking.
Download PDF
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Ethics Toolkit
The WOMMA Ethics Toolkit defines best practices, baseline rules, and asks 20 questions to help you ethically comply.
Download PDF
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Learn from the brands and agencies that successfully developed and measured WOMM campaigns. Stand on the shoulders of these giants, use their lessons learned, and grow your WOMM knowledge.
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Building A Loyal Community for the Travel Channel
more..
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ABC Studios Advisory Panel: It’s Emmy Time!
more..
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