Word of Mouth - Truman State University
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The document discusses the significance of word of mouth (WOM) marketing, distinguishing between amplified and organic WOM, with emphasis on consumer trust as a key influence in purchase decisions. It highlights the rise of online WOM and its transformative impact on marketing, stressing the importance of ethical practices in engaging customers. It also outlines various WOM strategies to foster community engagement and advocacy, urging marketers to focus on delivering value to participants.
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Word of Mouth - Truman State University
- 1. The Art & Science of Word of Mouth Marketing 03.26.2008
- 2. Word of Mouth Defined Source : WOMMA WORD OF MOUTH (WOM) The sharing of an opinion about a product or service between two or more people. When a marketer says something, it’s advertising or PR. When a consumer says it, it’s word of mouth.
- 3. Amplified vs. Organic WOM AMPLIFIED A marketing campaign designed to encourage or accelerate WOM in existing or new communities. ORGANIC A natural occurrence when people become advocates because they’re happy and have a natural desire to share their enthusiasm.
- 4. WHY?
- 5. on business purchase decisions #1 influence Source: KellerFay Group
- 6. of B2B Advertising, Direct mail or Press coverage More than TWICE the influence Source: KellerFay Group
- 7. #1 CONSUMER TRUST
- 8. How likely are you to recommend Company or Product X to a friend or colleague? Accountability, Cultural & Operational Transformation
- 9. A Mindset, A Movement … and Marketing Channel
- 10. Word of Mouth Has Always Mattered 92% cite WOM as a BEST trust Word-of-Mouth for purchase ideas and information 56% trust editorial content 55% trust advertising 76% TRUST others opinions 56% own past experience 15% advertising
- 11. Word of Mouth is Different Online
- 12. Online WOM is a Game Changer
- 13. Reputation in Ruins Source : TNS Media Intelligence/Cymfony
- 14. Disproportionate Digital Influence Source : The Influentials, Jon Berry & Ed Keller Authors Jackie Huba & Ben McConnell 10% Americans influence the other 90% 1% Rule For every 1 person who posts on a digital forum, at least 99 others view that content but don’t leave a trail.
- 15. The Network Affect Source : MotiveQuest, LLC Mavens – 20% of online influencers. Post very frequently and get their social worth from knowing and sharing Networked Opinion Formers – the other 80% of the online people looking for information Offline word of mouth. Get many of their options from their online friends because of the network effect
- 16. Mediascape: Not What It Used to Be WOM Matters More than Ever
- 17. New Channels of Insight & Engagement Video-sharing site Average site visit: 48 minutes 100 million video streams per day 100,000+ videos uploaded / day Fastest-growing web site in Internet history 61% of visitors: 35+ Social networking site with 222 million members More page views per day than Google and eBay combined Drives more traffic to retailers than MSN Search Over 50 % of users are 35 or older 1 in 3 are 45+ Blogs: online personal journals - 112 million (12-17-07) 2 new blogs each second Perpetual focus group 64 million users Average site visit: 20 minutes 6th most visited site in the world 50+ of users return daily
- 18. WOM Must Be Transparent and Ethical Types of Unethical Word of Mouth Marketing Stealth Marketing: Deceiving people about marketing being involved with a communication. Shilling: Payola for product promotion without disclosing you work for a company. Impersonating a customer. Infiltration: Using fake identities in an online discussion to promote a product. Defacement: Vandalizing or damaging property to promote a product. Falsification: Knowingly disseminating false or misleading information. Spam… of any kind Source : WOMMA
- 19. Think LESS about enhancing your BRAND image… … MORE about what’s of VALUE to WOM participants Psychology
- 20. WOM Marketing Types of Word of Mouth Marketing viral marketing buzz marketing community marketing grassroots marketing evangelist marketing product seeding influencer marketing cause marketing conversation creation brand blogging referral programs Source : WOMMA Give People a REASON to TALK … … make it EASY to tell others
- 21. The Ultimate Goal Turn Prospects into FRIENDS … … Customers into EVANGELISTS Friends into CUSTOMERS … Source : Seth Godin
- 22. Be Remarkable Be Interesting -- or Be Invisible! -- Andy Sernovitz Source : Purple Cow, Seth Godin Be Interesting -- or Be Invisible! -- Andy Sernovitz
- 23. WOM Strategies
- 26. Give People Something to Talk About
- 27. Give People Something to Talk About THINK BIG
- 28. Connect People & Build Community
- 29. Work with Influential Communities
- 30. Evangelist & Advocacy Programs
- 31. Engage in Active Listening
- 32. Engage in Active Listening Source: TalkTrack ™, Keller-Fay 2006
- 33. Give People Something to Talk About
- 34. Monitor and Measure Associations with “Plastic” Anya Hindmarch phenomenon Pyrex Glassware as Tupperware alternative Discussion around using canvas or reusing plastic grocery bags. Plastic Recycling habits Source : Nielsen BuzzMetrics
- 35. Give People Something to Talk About
- 36. Give People Something to Talk About
- 38. WIIFM?
- 39. Social Media: “ Agencies don’t get it” ADWEEK , Feb. 28, 2008 TNS Media Intelligence/Cymfony Study
- 40. Do it. Share it. Think in ecosystems.
- 41. Think Substance & *New* Channels. Source : Email Experience Council
- 42. Grassroots can trump institutions
- 43. Triple Bottom Line - Time Mag The defining challenge of the 21st century will be to face the reality that humanity shares a common fate on a crowded planet. Feb. 28, 2008
- 44. YOU Can Be A Pioneer!
- 45. Willow Lundgren Workshops, Seminars & Strategy [email_address] 816.914.1490 Thank You
Editor's Notes
- #2: September 2006 was a turning point for me professionally. CBS announced its line up of fall shows. Laser-printed logo on 35 million eggs sold in supermarkets. They called it egg-vertising. Novel? Sure. Publicity generator? Huge. Disheartening: we all live with so much ad clutter… … do we really need to pollute and interrupt breakfast now to get noticed? What jazzes me about Word of Mouth Marketing is that it’s a TRANSFORMATIVE TOOL to conduct better, more responsible, interesting business -- not just SELLING STUFF. Based on HONESTY, EFFICIENCY, TRUST. Organizations of all sizes, private and public sectors can use it effectively.