Most companies under-measure word of mouth. If you don’t ask correctly, most customers won’t answer “word of mouth” when you ask how they heard of you. In this example from Zipcar, at least three of these answers are word-of-mouth-related. But if you asked them if WOM is important, they may not even realize that they’re [...]
Tag Archives: measurement
Best word of mouth campaign of the year: The Salad Sharing Shirt
Noodles & Company nailed it with this amazing idea: The first 50 visitors to each store get a free salad. They also get a T-shirt that lets 10 of their friends get a free salad. The shirt gets passed along from friend to friend. Each friend probably isn’t eating alone, so they bring a group [...]
How likely are you to recommend us to a friend?
That question may be the most important question you can ask — and the business innovation of the decade. It comes from Fred Reichheld‘s Net Promoter Score concept and his book The Ultimate Question. You should read the book and start using it immediately. Of course, I love it because it’s a word of mouth [...]
How to measure your word of mouth — live with Olivier Blanchard from Word of Mouth Supergenius
As a preview for our upcoming Word of Mouth Supergenius event in New York on July 20th, we’re featuring a bunch of the videos from our last “How to be Great at Word of Mouth Marketing” event in Chicago. It’s going to be an amazing day filled with 12 how-to classes, 12 real-world case studies, [...]
How to measure word of mouth
Forrester’s “Three Steps to Measuring Social Media Marketing” suggests six categories of social media metrics: 1. User reach describes how far and wide your messages spread. 2. User impact describes how your efforts change consumers’ actions or opinions. 3. Volume of participation describes how many customers interact with your social initiatives. 4. Quality of participation [...]
The absolute easiest way to track word of mouth
Do you know which page on your website is most often emailed? You would if you made it easier to forward (use a tell-a-friend form or a link from sharethis.com). You'd also get more people happily emailing your stuff to their friends (with their personal endorsement). That's as good as marketing gets: Free and credible. [...]
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