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Word of Mouth Marketing By Andy Sernovitz Definition: Word of Mouth Marketing Giving people a reason to talk about your stuff Making it easier for that conversation to take place Even Simpler: Everything you can do to get people talking Word of Mouth Marketing not actually Marketing?? It is about great customer service that makes other people want to tell other people about you Organic Word of Mouth Amplified Word of Mouth The 4 Rules of WOM Marketing Be interesting 1. No one talks about boring products Make it easy 2. Find a simple message Help people share it Make people happy 3. Fix anything Earn trust and Respect 4. Make ethics a part of everything you do The 5 T’s of WOM Marketing Talkers 1. Who will tell their friends about you? Topics 2. What will they talk about? Tools 3. How can you help the message Travel? Taking Part 4. How should you join the conversation? Tracking 5. What are people saying about you? Six Big Ideas 1. 2. 3. Consumers are in Control Marketing is What You Do, Not What You Say The Permanent Record 4. 5. 6. Honesty is the Essence of WOM The Math of Customer Satisfaction WOM Marketing Makes More Money How to stop WOM Marketing Prizes and Rewards MCI Mixing love and money is usually a bad idea Mutual Benefit Overexposure The WOM Marketing Manifesto Happy customers are your best advertising, Make people happy. Marketing is easy. Earn the respect and recommendation of your customers. They will do your marketing for you, for free. Ethics and good service come first. Marketing is what you do, not what you say. Negative word of mouth is an opportunity. Listen and learn. People are already talking. Your only option is to join the conversation. Be interesting, or be invisible. If it’s not worth talking about, its not worth doing. Make the story of your company a good one. Use the power of word of mouth to make businesses treat people better. Honest marketing makes more money. QUESTIONS?????