It is important to leverage “word of mouth” effectively for your local business, but in order to maximize the power of this marketing strategy, you must first understand and value it’s connection to online reputation management (ORM).
Basic Strategies to Leverage Word of Mouth, both offline and online:
- Deliver Exceptional Service
- Quality Experience: Ensure every client (or potential client) interaction is positive. Exceptional service naturally encourages people to share their experiences with others.
- Consistent Excellence: Maintain high standards in your services, client interactions, and products to foster loyalty and referrals.
- Encourage Reviews and Testimonials
- Create Shareable Moments
- Memorable Experiences: Offer unique experiences, such as exclusive events or personalized services, that clients, and even potential clients are excited to share.
- Social Media Opportunities: Encourage clients to share their experiences by creating photo-worthy spaces or offering incentives for sharing on social media.
- Referral Programs
- Incentivize Referrals: Implement a referral program where clients get discounts or rewards for bringing in new clients.
- Track Referrals: Use a tracking system to identify and reward loyal clients and followers who refer others.
- Engage with the Community
- Local Events and Sponsorships: Participate in or sponsor community events to increase visibility and foster goodwill.
- Partnerships: Collaborate with other local businesses to cross-promote and expand your reach.
Online Reputation Management as Word of Mouth:
Online Reputation Management (ORM) is the digital extension of word of mouth. Here’s how ORM fits into the concept:
- Online Reviews and Ratings
- Digital Word of Mouth: Reviews and ratings act as modern word of mouth, influencing potential clients’ decisions. Positive reviews enhance credibility, while negative reviews can deter new clients.
- Amplified Reach: Online reviews have a wider reach than traditional word of mouth, with potential clients from all over the community (and beyond) reading about others’ experiences.
- Social Media Mentions
- Responsive Customer Service
- Public Interactions: How you respond to client feedback, complaints, or inquiries online is visible to all, demonstrating your commitment to client satisfaction and influencing others’ perceptions.
- Content Creation
- User-Generated Content (UGC): Encourage your clients to create content about their experiences with your business. This content serves as organic word of mouth and builds trust.
- Brand Advocacy: Satisfied clients and potential clients who post about your business become brand advocates, spreading positive word of mouth.
- Search Engine Results
- Online Presence: A strong, positive online presence ensures that when potential clients search for your business, they encounter positive “word of mouth” in the form of reviews, testimonials, and articles.
Tips for Effective ORM:
- Monitor Reviews: Regularly check and respond to reviews on all platforms.
- Address Negatives Promptly: Handle negative reviews professionally and constructively.
- Promote Positives: Share positive testimonials and reviews on your website and social media.
By combining traditional word-of-mouth tactics with robust online reputation management, you can significantly enhance your local business’s visibility, credibility, client retention, and new client acquisition.
Need an assist to get a handle on your online reputation? Connect with the Lead Science Solutions Team today.
Just a short call with our team can help guide you to the best path for YOUR success!