Word of mouth advertising is one of the most influential tools to get customers in the door to your business, and when happy, to return. But why do businesses make such a big deal about something that naturally happens, or focus on it when there are other forms of advertising that are also effective? Let us have a quick overview…
Direct mailers and flyers are great. If you send out information to the correct audience it can move people to call with questions. Creating traffic is always a plus! The issue is that the creation and mailing of these sheets take time and money, which can often be tight for some businesses. On the other hand, someone mentioning the great price and quality product you provided could make their friend turn to you for their next project… Free marketing, and definitely effective!
Websites are fantastic tools all sorts of businesses can use, as I am sure everyone knows. Be it advertising, drawing in new clientele, research and learning about customers through polls… websites do it all. But websites, no matter how ideally constructed, always lack what I call the ‘human element’. Webmasters can post testimonials on their pages to try to compensate, but the problem is the potential customer is not hearing the positive news from their friend or relative. What carries more merit – two sentences from a stranger, or your friend of six years telling you that a company had excellent customer service, cared about your timeline and made the project happen beautifully? (Definitely the latter!)
Social media is a fantastic source to get your customers and other related businesses involved online! Many people now use Facebook and Twitter as main sources for advertising, posting their promotional offers and office updates online. Between the business to business interactions, customers that add you because they like your business and people that stop by just to check out a promo offer… well, let’s just say it is pretty nice! Plus, you get more of a friendly feeling due to your friends possibly liking the same thing, and you have contact information online, so you know you can pursue the company or item at a later date. However, Facebook and Twitter do not move as fast as someone enthusiastic about a product or service, and the audience you are targeting with these websites tends to be younger. If you were selling hand-made greeting cards your target audience would not be kids, teenagers, 20-somethings or adults from 60 up; you would target people in their 30s and 40s, that have families, appreciate hand-made items and are willing to pay a bit more for a product made in Canada or the United States vs. made in China. (Who knows though, customers come in all ages!) For both the previously mentioned websites another issue is text space for posts – you cannot always get your point across in 140 characters or less. Word of mouth advertising gives the customer the ability to share their experience with people they feel would be interested, thus making it more beneficial.
A happy customer will tell other people about how pleased they were, and suggest they check out your shop or website! … But never forget, the same goes if you failed a customer or provided them with a substandard product. Word of mouth moves at a good speed when positive; it moves at a racing pace when negative. Make the customer happy so their lives are easier! Remember all those times you were disappointed and frustrated with a business? Well, next time a customer has a serious problem listen and do what you can to correct the issue. Turn a negative into a positive, and show people that you care… You will be remembered in the best light possible, and for all the right reasons.







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