What really helped put some of the ideas introduced in the book into perspective was the ample use of examples. Stories I will remember for a long time include the Jones Soda (my group's company) crazy flavor campaign, and the Freshbooks method of engaging and forming relationships with customers. As I finished the first part of the book, I couldn't help but wonder if the only method to initiate word of mouth was excellent customer service or a vastly superior product that would generate buzz on its own. After reading chapter 5 and the methods one can use to at least start (but not necessarily sustain) WOM, I felt like I had a clearer picture about the principles of WOM marketing. I appreciated that Sernovitz pointed out that not all customers are "talkers", and highlighted several ways to identify and encourage these "talkers".
As I was reading, I began thinking about my own "talker" characteristics. At first reflection, I wouldn't consider myself to be a quintessential "talker, but as I began to consider my facebook activity, I began to recognize some of my regular fb activities such as checking in to restaurants and commenting on if I liked the food or not served as a pretty powerful WOM tool. Most of the times I check into a location, I get at least a few comments or questions about the restaurant or business. Seems like fb is proving to be a powerful WOM tool in more ways than I had previously thought....
No comments:
Post a Comment