Transcript Word of Mouth Marketing - Internet Marketing Design

Word of Mouth
Marketing
By
Andy Sernovitz
Definition: Word of Mouth
Marketing
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Giving people a reason to talk about your
stuff
Making it easier for that conversation to take
place
Even Simpler: Everything you can do to get
people talking
Word of Mouth Marketing not
actually Marketing??
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It is about great customer service that makes
other people want to tell other people about
you
Organic Word of Mouth
Amplified Word of Mouth
The 4 Rules of WOM Marketing
Be interesting
1.
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No one talks about boring
products
Make it easy
2.
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Find a simple message
Help people share it
Make people happy
3.
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Fix anything
Earn trust and Respect
4.
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Make ethics a part of
everything you do
The 5 T’s of WOM Marketing
Talkers
1.
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Who will tell their friends about you?
Topics
2.
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What will they talk about?
Tools
3.
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How can you help the message
Travel?
Taking Part
4.
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How should you join the
conversation?
Tracking
5.
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What are people saying about you?
Six Big Ideas
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Consumers are in
Control
Marketing is What You
Do, Not What You Say
The Permanent
Record
4.
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Honesty is the
Essence of WOM
The Math of Customer
Satisfaction
WOM Marketing
Makes More Money
How to stop WOM Marketing
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Prizes and Rewards
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MCI
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Mixing love and money is usually a bad idea
Mutual Benefit
Overexposure
The WOM Marketing Manifesto
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Happy customers are your best advertising, Make people
happy.
Marketing is easy. Earn the respect and recommendation of
your customers. They will do your marketing for you, for free.
Ethics and good service come first.
Marketing is what you do, not what you say.
Negative word of mouth is an opportunity. Listen and learn.
People are already talking. Your only option is to join the
conversation.
Be interesting, or be invisible.
If it’s not worth talking about, its not worth doing.
Make the story of your company a good one.
Use the power of word of mouth to make businesses treat
people better.
Honest marketing makes more money.
QUESTIONS?????