The Power of Word of Mouth Marketing

Word of mouth marketing is a true grass roots and organic form of marketing, based on our natural desire to share our experiences with family, friends, and colleagues. If we have a great experience we are proud to share the information and promote that business to an average of 9 people. Do you know how many people we are likely to talk to about a bad experience? 16! Almost double the amount of a positive experience. With social media becoming a part of our daily lives, the impact of these numbers is multiplied.

As a business owner, it becomes imperative to manage word of mouth marketing strategically.

1.Engage and listen to your customers. Be the first to know your customers opinions directly, rather than through a Facebook conversation that you may only find long after the discussion about you has taken place.

2. Respond to your customers’ feedback. Incorporating a customer feedback process, along with regular communication to your customers, will create an engaging relationship and make them proud to be associated with your brand.  

3.Acknowledge the value of your customers’ opinions. If you don’t, you may end up with more detractors than promoters, spreading negative word of mouth to everyone who is listening.

If you follow a proactive strategy, you will have an army of word of mouth promoters leading to successful business growth. Start listening and engaging today – you’ll be thankful you did.


Kerrilee Auger

Kerrilee Auger is the Skills Development Officer at Women’s Enterprise Centre, based at its Kelowna headquarters. As the Skills Development Officer, Kerrilee develops and delivers training and mentoring programs to help women entrepreneurs throughout BC to realize their business potential.

See all posts by Kerrilee

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