Positive word of mouth starts with communication

You want to have a dialogue with your customers. They have opinions and they want toshare them. They want you to hear them and respond back. This is the key to developing a two- way communication that will create positive word of mouth.The earliest published definition of ‘word of mouth;’, in the 1960s, defined word of mouth as a face to-face communication about a brand, product or service between people who are perceived as not having connections to a commercial entity.WOMMA (the word of mouth marketing association) has defined word of mouth as ‘he act of a consumer creating and/or distributing marketing-relevant information to another consumer.

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"word of mouth spread offline is more positive and more likely to be interpreted as credible than wom spread online, according to a recent research study from womma member company the keller fay group. fifty-nine percent of those surveyed indicted they found wom transmitted face-to-face and on the phone was "highly" credible, versus 49% for online wom. the study also found that 66% of face-to-face wom communication was "mostly positive" versus 57% of the impressions on blogs and chat rooms. offline wom was also found to be 7% more likely to lead to purchase intent, according to the research." marsha t., advertising agency, baton rouge. la.

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