How it works
1. The Philosophy
Marketing activities usually operate in isolation from other functional areas of a business. Example: Display Ads. And they convert to sales poorly. But when Marketing intersects with "Customer Experience", it gains enormous power. A customer who has had a fantastic experience can spread the word far and wide. That sweet spot is "Word Of Mouth Marketing".
Nearly 50% of all purchases happen by Word Of Mouth and 90% of consumers trust Word Of Mouth recommendation over other forms of marketing. So, businesses should narrow down their focus on just Word Of Mouth (WOM) Marketing which has been proven to produce the maximum results. "Automating it" makes it even better. We coined a term for that...WOMification. The Loyaltics WOM software exactly does just that.
2. The Process
1. Measure Customer Experience : By running a unique Net Promoter Survey with your customers, fans, followers, suppliers and partners.
2.a. Find Negative and Neutral Experiences : Based on the Survey results, identify top root causes for the experience.
2.b. Find Root Cause and Improve : Create, track Improvement Action workflow based on feedback, and close feedback loop with the customer.
3.a. Find Positive Experience : Anyone who has had a great experience and willing to recommend to others is a "Brand Advocate" (A Brand Loyal cusotmer who is loyal to you not for any incentive or reward program but purely on a fantastic experience you've offered him).
3.b. Generate Word Of Mouth: Your Advocates will create glowing testimonials, funny, clever, romantic stories that can go viral.
3.c. Engage Advocates: Share Special Offers (discounts, coupons, free trials etc) and run Contests only with your Advocates.
3.d. Amplify Word Of Mouth: Employ all digital marketing methods (SEO, SEM, SMM, RSS Feeds etc) to amplify Word Of Mouth.
3.e. Drive Traffic, Sales : Word Of Mouth will generate huge traffic to your website / online store.
3.f. Measure ROI : Calculate $$ Value of your Advocate, and determine Marketing Cost Vs WOM ROI.
Read more at the tutorials section !
3. The Result
Marketing essentially does two things:
(a). Create Brand Awareness
(b). Generate Demand
You can achieve both, by "Brand Advocacy" whereby you find, grow and engage your Brand Advocates, which leads to powerful "Word Of Mouth".
With little effort, you can take your business to greater heights with Word Of Mouth Marketing.