Boosting word of mouth: online & offline
Word of mouth marketing is earned media that occurs in two forms: online and offline. You could also think of this as online (digital) versus offline (traditional) word of mouth marketing.
Here are 6 online and offline strategies that all businesses should be taking advantage of.
Deliver an exceptional experience
The number one way to increase word of mouth marketing is by giving your consumers such an amazing experience that they can’t stop talking about it. I’ve heard friends and family gush over an experience months after it happened. If you create a memorable experience, it will keep getting talked about for years.
Referral program
We already know that customers will talk about a memorable experience. Make it easier by creating a referral program so their network can easily get to your website or online store. It’s not necessary to reward your referrers with something, but it is nice to give them a token of your appreciation via a discount, credits towards another purchase, or even swag (more opportunities to promote your product or service)! Many sites will track your progress and give you a free product when you reach a set amount of referrals.
Partner with other local businesses
If you want to get more people talking about your brand, other businesses in your area probably do, too! Partner with local businesses to extend your reach, acquire new customers and generate more sales. With a single campaign, you’ll expose your brand to an entirely new audience and maybe even win back some old customers!
Partnership ideas to get you started
Co-host a giveaway and require entrants to tag two local friends.
Invite a local band or artist to play at your location.
Email list
A fantastic way to stay connected with your customers is through email. Get them on your email list by signing up for a rewards program, sending discounts and events, or letting them opt in when getting a sales receipt. When they get an email, they can easily forward it to someone in their network who they want to experience your offer with! Or, if they can’t utilize your offer, they might send it to someone else who can.
Kind gestures
This strategy is important for both online and offline marketing.
Let’s start with online: interact with your customers! Whether they tagged your brand in a story, posted about getting a service, or wrote a review, always interact. It doesn't have to be an exhaustive effort; simply thank them and express your appreciation for them engaging with your company. Another common practice is sending customers an email before their birthday with a discount code or free treat the week of their birthday. This gets them back in your storefront and feeling special during their birthday week!
Offline can take a bit more planning and effort because it must happen when they’re interacting with your brand. For example, if a customer makes dinner reservations for a birthday, write happy birthday on a card with their first name on it and have it waiting at the table for them. On the other hand, if they had to cancel a reservation due to something bad happening, send them a card or email saying that you’re thinking of them. A simple gesture can go a long way.
Get reviews
Reviews are an extremely important way to generate social proof for prospective customers. This online strategy can take place across multiple platforms like Google, Yelp, and Facebook. After you close a sale, ask for a review. Depending on your type of business, this could be as easy as asking them at the register to write a review on Google, sending them a follow-up email when they booked a service online, or even by including a postcard in their bag with a QR code to your desired review site.
