Wor(l)d of Mouth
It’s not an unsual method of finding a service or product, you ask your friends and family for their opinions. It helps you form your own preliminary opinion, and with a few questions in mind you go for it. The trend however is shifting with the realization that word of mouth, has been changing more into world of mouth.
In a new Cone Inc. report indicates that consumers don’t take word of mouth as gospel when making their decisions. Eighty-one percent of respondents agreed with the statement,
“After getting a recommendation about a product or service I may want to purchase, I go online to do additional research about that product or service before deciding whether to purchase it.”
One of the surprising finds, was the disproval of the thought that bad news travels faster than good news. Online, the sway power of good reviews and news of a product or service was proven more potent than bad news and reviews. Only 68 percent of respondants admitted to changing their minds based on bad reviews, where as 80 percent agreed, positive reviews found online solidified their decisions of a recommended product or service.
These numbers in mind, it’s worth noting that while search engine optimization and search engine marketing are incredibly important to your business, it’s just as important to focus some of your attention to the social interaction of your client base. Whether it’s having a submitted question and answer form, a Twitter feed where client concerns can be addressed, or a Facebook page and wall, it’s worth the time to put in direct client interaction. Face time with your customers is still paramount in the digital world, and as the numbers from the Cone Inc. report shows, having a positive image online will help you immensely.