Word of Mouth on Steroids

Posted: February 21, 2013 in Business Posts, Uncategorized
Tags: , , ,

To many of you, this post is going to seem as obvious as me sharing that 1+1=2. However, I am still amazed at how many businesses fail to realize that social media has changed the game and how that change effects them.

We all know the old saying about word of mouth marketing. A happy customer tells two people while an unhappy customer tells 20 people. With social media and the tools available today, those numbers are multiplied exponentially. The results of this exponential sharing can be either beneficial or detrimental to your business.

On the negative side, an unhappy customer would be able to easily reach 500 or more people with news about their bad experience with your company. The power of a bad review posted on Facebook, Twitter, Instagram or Yelp can be far reaching. Not only will their direct connections see it, their connections may decide to share it with their friends. In this age where anyone can share an experience quickly from the phone in their pocket, it is more imperative than ever that you take steps to keep your clients satisfied.

Now, on the positive side, a satisfied customer can easily use these same tools to reach people with news of how thrilled they are with the service or product they received. What makes this even more powerful is the fact that the content will have been shared by someone that the recipient knows personally. As a result, these positive posts can be more valuable than any advertisement you can buy.

This momentum potential, positive or negative, of a single customer interaction would not have been possible just a few years ago.The emergence of social media and mobile technology has made great customer service and the creation of positive momentum of paramount importance. The penalties for getting this wrong can be devastating and the reward for getting it right can be unbelievable.

What are you doing to make sure you get the positive momentum today?

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