What are people saying about you in Savannah?
Are your customers willing to put their reputation on the line for you? Do they trust you enough to recommend you to a stranger, friends, or even family? Word of mouth advertising is one of the purest forms of marketing: a customer shares their experience with full-disclosure, giving others a heads up on the good and the bad.
Whether it’s through a text message, online comment, or a full discussion, your company’s reputation is defined by these little conversations in a big way. A potential client is more likely to trust someone who has experience with your company, especially if it’s someone they know.
It might feel like word of mouth advertising is beyond your control, but don’t underestimate the amount of influence you have.
Here are five things to remember when considering word of mouth advertising.
1. Make it easy — Leaving comments on your blogs shouldn’t be a hassle, so keep the process clean and simple. The option to share your blog posts, web site, or best deals with friends should be politely visible and connect to the most popular networks that your audience might be using.
It should be easy to talk to you as well, not just pass on information. The more approachable and inviting your business is, online and in person, the more likely people will feel comfortable engaging in a conversation.
2. Get customers talking — Be straight forward about wanting to hear feedback and suggestions from customers, as well as encouraging them to share their experiences with others. If your customers are mysteriously quiet, go ahead and ask a question to get them started. People have more to say when they know you’re listening.
3. Create Opportunities — Seek out innovative ways to reach customers and give them something fun to talk about. Consider group coupons that customers can share or pass on. Let your customer base choose your company’s next charity donation or community project. Small contests via social networks like Twitter, Facebook, or Foursquare can get people talking too. Explore the new possibilities opened up by mobile and location-based technology. You can let customers “check-in” at your location to get your business on the geo-tagging map.
4. Reward Positive Referrals — When someone feels confident enough to speak highly of your company, acknowledge their kindness. There are many ways to recognize loyal customers. Get creative. It could be as simple and sincere as a personalized thank-you card. A more public display would be a video blog post of the new referred client and the client who encouraged them, talking about their experiences with your company. Sometimes the best way to say thanks is a special perk or discount, either for them, their friend, or both.
What’s important is that you recognize their loyalty and don’t take it for granted.
5. Respond to Complaints — It isn’t always sunshine when it comes to word of mouth. Expect unhappy customers to be just as visible as satisfied customers. More importantly, your response should be visible too. Trying to hide mistakes will only make you seem dishonest. Show that you care and that you go the extra mile to make it right, even when things don’t go perfectly the first time.
Think about the last time you asked for an opinion about a business or shared your experiences. Are you more willing to share negative or positive commentary? How do you tell the world what you thought? Your customers likely have the same options.
