Don’t Underestimate the Power of Word of Mouth on Your Business

When it comes to publicity, word of mouth is still a powerful factor to be considered. We’ve all heard the adage that a bad customer service experience will result in word of mouth far more than a positive one. Yet the truth is that a good customer experience will indeed generate good word of mouth. Let’s take a closer look at how word of mouth (WOM) impacts a business.

First, many customers come to a business through referrals from other customers, which is a form of WOM advertising. Business owners will tell you one of the biggest issues they face is getting new customers, and by positive WOM, this problem is largely solved.  WOM feedback can also happen online, through sites such as Angie’s List and Yelp. Another forum for WOM feedback is through social media channels such as Facebook and Twitter. As these platforms become more prevalent, this trend will continue. Some companies, such as The Cheesecake Factory, have become wise to WOM and are incorporating it into their marketing strategy, claiming that it actually saves them money on their advertising budget. The trick then is to provide dynamic customer service at every turn that will foster positive WOM. This means going above and beyond for every customer that walks through your door, and treating them like a human being.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

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