Have you ever bought a product or service because your friend recommended it? Chances are, it happens more often than you realize. After all, who better to trust than someone who has already had first-hand experience with the item? That’s called word-of-mouth marketing, and it’s an essential part of any successful business.
Think of your customers as your best marketing asset. While it’s essential to stay in front of your prospects, it’s just as important to stay engaged with your existing customers. User-Generated Content (UGC) is a great way to do this.
Be Best In Class
Word-of-mouth marketing is all about delivering top-notch service. This is what customers want and expect when they pay for something, so it’s important that your business meets and exceeds their expectations. By providing great service, you’ll create a loyal customer base that will help spread positive word-of-mouth about your company.
As a business owner, it is important to remember that acquiring a new customer is only the beginning of a long-term relationship. In order to create a happy and satisfied customer base, it is crucial to stay engaged and attentive during their onboarding process. This means being available to answer any questions they may have and carefully listening to feedback in order to ensure their success.
Good customer service is the key to a successful business. By providing prompt and courteous service, you can keep your customers happy and coming back for more. In today’s competitive market, it is more important than ever to give your customers the best possible service.
It’s All About the Customer
At its heart, word-of-mouth marketing is all about building relationships with your customers. One important way to do this is by personalizing each customer’s experience. This means always addressing them by name and keeping track of your interactions with them. This way, you can refer back to any issues they have had and show them how you are solving them. Your customers will be delighted—and maybe even a little surprised—at the personal attention.
As your customers move through their journey, be sure to share special information with them. Only your most dedicated customers should have access to this privileged knowledge. This might involve giving them early notice about an upcoming product release or pre-release access to that product.
Online Communities & Referrals
As you continue to foster your relationships with your customers, make a point to be active in their online communities. Find out where your customers like to hang out online to discuss issues in your industry.
Quora, Reddit, and Slack are a few places to consider. Or look into Facebook Groups that relate to your industry. These are good places to get involved in discussions and continue establishing yourself as a reliable, trustworthy source. You may even want to create your own Facebook Group for your customers to join. It’s a safe place for them to interact with you, ask questions, and gather even more information to help them in their customer journey.
So here’s where all of your word-of-mouth marketing efforts really pay off—customer referrals.
Referral marketing is one of the most powerful tools you have in your arsenal. Customer referrals can make a big impact on your business, and should be something you actively pursue. Don’t be afraid to reach out to your customers and ask for referrals – happy customers will be more than happy to oblige. Keep in mind that referrals are valuable word-of-mouth marketing, and can help you attract new business.
Even though word-of-mouth is one of the most effective marketing tools, many businesses don’t take full advantage of it. A great way to get more out of customer referrals is by offering an incentive. This could be a discount on their next purchase or subscription, or even putting their name in a drawing for a prize. Offering something that your customers value will encourage them to spread the word about your business.
Another way to maximize the potential of happy customers is by utilizing user generated content. This can be in the form of written reviews, videos, or photos. Customer reviews are a valuable asset because they provide potential customers with insight into what your business has to offer.
Customer reviews can be extremely helpful in promoting your business. Not only do they provide potential customers with valuable insights, but they also help build social proof and credibility.
Make it a point to request reviews from your customers on a regular basis. And when you do receive them, be sure to display them prominently on your website and across all your social media channels. The more people who see them, the better!
Real Life Examples
So now that you understand what’s involved in Word-of-Mouth Marketing, how about some examples of how major brands are doing it.
The convenience store has taken its name, 7-Eleven, and run with it. On July 11th each year (yes, 7/11), the store encourages customers to post photos on social media using the hashtags #7ElevenDay and #slurplife in order to receive a free small Slurpee cup on that day. As a result—and with very little effort and cost—the store is getting marketed across social media channels by its own customers!
The shoe company created a buzz around its products with a promise that for every pair of shoes the company sold, a new pair would be given to a child in need. This shareworthy message put TOMS front-of-mind for shoe shoppers everywhere as they realized they could contribute to the impact the company was making across the world by simply purchasing a pair of shoes. Before long, TOMS became known as the Original One for One Company.
This well-known burger chain that dots the west coast is wildly popular, in part because of its simple yet delicious food that is very budget-friendly. But the chain really made a name for itself with its “secret menu” that offers many more delectable items. Veteran customers seem to love that they are “in the know” about the menu, but they also can’t seem to keep it a secret from newcomers to the restaurant. After all, who doesn’t want to feel like the expert who can “show the ropes” to new customers?
Empower Your Brand
As a business owner, you can’t afford to miss out on the huge potential of word-of-mouth marketing. Your current customers are your best brand ambassadors, and they can help your business grow without you having to spend a lot of money on marketing. These days, more and more consumers are reading reviews and asking for advice on social networks, so it’s important to make sure your business is taking advantage of these opportunities.
TrustSpot helps you capture your customers’ voices through user-generated content. It’s a comprehensive solution for collecting ratings and reviews, video testimonials, photos, social experiences, product Q&As, and much more. With TrustSpot, you can make sure your brand is making the most of word-of-mouth marketing.