Word of Mouth is the most believable, cost-effective form of advertising, and can be a key contributor to the success, or downfall, of your business.
Positive and negative word of mouth happens whether you like it or not, however, there are ways to leverage any positive exposure, and address any negative exposure before irreversible damage occurs.
Reduce the effects of negative word of mouth
- Make customers or clients the focus of your business – regardless of your industry.
- Respond to any complaints or negative feedback with an apology and ACTION – put a plan in place to ensure no other customer is ever going to have the same complaint.
- Tell the customer you are serious about their feedback and have put the following ‘X’ steps in place to ensure it doesn’t happen again. If the complaint is public on a site such as TripAdvisor or Google, respond publicly (as scary as this may sound). It will show anyone looking at the complaint that you take your customers seriously and are always willing to improve.
- Set up Google Alerts to be notified if anything negative is published online mentioning you or your business, and then remedy any negative feedback immediately.
Increase the effects of positive word of mouth
- Ask your clients or customers for their feedback. This can be in person, through social media channels, or via an e-newsletter out to your database. They can send it to you, or post it directly on Google or other social channels.
- Display client testimonials proudly on your website and social media profiles
- Write recommendations for your top clients/customers/colleagues on LinkedIn, and request a recommendation in return.
- Set up Google Alerts to be notified if anything positive is published online mentioning you or your business, and then share it via your social networks or to your database.
You can not stop people voicing their opinions on your business and your brand, but you can do something about it.