Power of word of mouth

This week, when I was updating some training notes for the “Great Service” course I teach, I ran across this excellent set of principles from a new (Kindle) book on word of mouth marketing (and its servicing implications.)

My slight adaptation of it, and the name of the book, is below. Enjoy.

  • Great service gets more referrals for new members, and helps keep those we have already.
  • Happy members / customers are the best advertising. Make people happy.
  • Marketing is easy: Earn the respect and recommendation of your customers / members. They will do your marketing for you, for free.
  • Ethics and good service come first.
  • UR the UE: You are the user experience (not what your ads 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, it’s not worth doing… so make the story of your organisation a good one.
  • It’s more fun to work at an organisation that people want to talk about.
  • Honest marketing (i.e. no spin) makes more money (for your organisation, & thus for helping all stakeholders, including employees, customers & members).


Adapted from Andy Sernovitz, “Word of Mouth Marketing: How Smart Companies Get People Talking”

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