‘Three Ways Marketers Can Master Strategic Word-of-Mouth’ – MarketingProfs
Steve Bernstein says, “Positive word-of-mouth (WOM) has long been documented as a powerful tool for growth. Happy customers stake their reputation on recommending your product or service; that fact became the foundation for the Net Promoter System (NPS).
On the flip side, unhappy customers can spread negative word-of-mouth. The threat of negative WOM can be much more daunting and is difficult to control.
The good news is that unlike our B2C brethren, we B2B marketers can strategically manage word-of-mouth.
Especially because B2B is marked by ongoing relationships between customer and supplier, we have the opportunity to both increase positive WOM and convert detractors before they go public.
So here are three ways B2B marketers can ensure WOM skews positive for them”.
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