Word of mouth has always been known to be the most effective mode of promotion for your product or service (positive or negative). We know that web techniques have changed the equation of how fast word of mouth can travel, from friends and family to going viral on the internet. Here’s an interesting video from American Businessman and wine guru,  Gary Vaynerchuk, author of Crush It!: Why NOW Is the Time to Cash In on Your Passion and The Thank You Economy that talks about the changes in marketing, customer satisfaction and advertising.

Gary makes some great points:

1. We are living in the greatest shift in media since the printing press.
2. We are not completely grasping what is happening right now.
3. The way you build a business is through word of mouth
4. Traditional advertising converts at 12.5%
5. Word of Mouth converts sales at 78%
6. Tools like Facebook and Twitter and others like Blogs and Forums are making it easier to for ‘word of mouth’ to spread
7. Become part of the community

I believe Gary’s point about many of us in the business world, ‘not getting it’ resonates. This video is another tool for customer satisfaction managers to help get their message across to senior management who may be locked in the ‘old world’ mentality.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

One Response to “Word of Mouth converts sales at 78%”

  1. Getting Branded ‘Not-As-Advertised’: Find out how to Avoid this Top Training Mistake « Anne Cauley's Blog Says:

    […] news travels, but so does good news. This blog post from Customer Satisfaction and Reputation Management discusses how word of mouth conv…. So, if the attendees to your sessions are happy, the chances are that they are going to tell their […]

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