The influence of word of mouth is as important as ever and shouldn’t be underestimated by companies. It is a very simple calculation:
Most purchases are highly influenced by personal recommendations, reviews and positive mentions in the social web (forums, blogs, facebook, twitter, …). Advertising in classic media like radio, tv or newspapers pale in comparison to personal acquaintances.
Why would a company spend millions for advertising and building expectations only to disappoint its customers? A company should be out there and try to allow its customers to engange with its products. And if somebody complains on the social web the company should try to get in touch in order to help the complainer and turn him into a brand advocate.
People who are happy and satisfied with a product or service, customers who experienced a product or service in a remarkable and entertaining way will talk about your service and let other people know. A satisfied customer will automatically turn into a commited customer or even into a brand evangelist. This means for your company advertising for free and advertising in a most effective way! Let your customers do the marketing for you.
Start to build your social presence and make your products and services come alive in order to help your customers experience your products. They will talk about your business and recommend it to others. Give it a try!
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