Negosentro | How to Manage Your Word of Mouth Advertising | In today’s digital age, we rely heavily on the internet. Competition for business grows fiercer by the day. While you might have a strong website and well-planned digital marketing strategies, these factors alone might not be enough.
Even though consumers do a substantial amount of shopping for products and services online, word of mouth advertising still holds significant power. Whether a person hears about you directly from someone they know or they read several reviews online, they’re more likely to trust you when they hear positive things about your brand. If you’re looking to manage and improve your word of mouth advertising, here’s what you need to know.
Provide a Great Place to Work
The customer experience matters, but so, too, does the experience of your employees. These people are the lifeblood of your business. When they’re happy, they provide better customer service. They’re also more likely to recommend their place of employment when a friend or family member needs what you provide. Creating a great place to work can make all the difference.
Offer Top-Notch Customer Service
As we just touched on, your customers are one of your top priorities. When they have a positive experience, they’re more likely to share it with others. In addition to creating a positive work environment for your employees, go above and beyond for your customers. Take the time to listen to them and their needs so that you (and your employees) can recommend the best products or services.
Connect On Social Media
Creating social media pages for your business is great, but you also need to be active on them. Engage with your followers. Ask questions, encourage discussion, and respond to them. Consider involving your most loyal followers in a brand ambassador program.
Get Involved in Your Community
Getting involved with your community is a great way to build word of mouth advertising. Consider sponsoring local events. Don’t just offer a check, though. Set up a table at the event and interact with the attendees. Partner with a local charity such as an animal rescue organization or food bank. Such acts can help to improve the reputation of your business. Customers take notice of the things you do other than selling products or services. They’ll remember you (and recommend you) for the good things you contribute.
Most potential customers turn to online reviews before they purchase a product or service. Reading reviews gives them a good idea of what they can expect, and can influence their decision to go with (or avoid) your business.
Although satisfied customers have a great experience in your store, they may not be as likely to leave a review as someone who has a bad experience. Encourage your happy customers to write a review and make it easy for them to do so. Provide a link to review sites on the bottom of their receipt. Send them an email asking for feedback and include clickable links. These good reviews can help to encourage new customers to check out what your business has to offer.
Monitor Your Online Reputation
Asking for feedback isn’t enough. You need to monitor your online reputation. No matter how hard you work to provide a great customer experience, there’s always going to be someone who isn’t happy. Don’t let their dissatisfaction go unnoticed.
Every so often, scour Google reviews and other review sites. Look for negative reviews and address them directly. Reach out to the customer for more information and try to make it right. Potential customers can see your responses when they’re looking through reviews. Even though they’re seeing negative feedback, they’ll also see that you’re trying to fix the situation, which can go a long way in helping improve your reputation.
While customers look for products and services online, there’s still a significant amount of power in word of mouth advertising. Taking steps to encourage your customers to share their positive experiences with others can help to improve your reputation and help you build stronger brand authority online and off.