Word-of-Mouth (WOM) marketing is a powerful tool for businesses looking to grow their customer base and increase brand awareness. WOM is when customers share their positive experiences about a product or service with others, either in person or online.

WOM can take many forms, including social media marketing, viral marketing, influencer marketing, word of mouse, and community management. Let's take a closer look at each.

Social Media Marketing

Social media platforms like Facebook, Twitter, and Instagram are great places for customers to share their positive experiences with a brand. By engaging with customers on social media and encouraging them to leave reviews and share their experiences with others, businesses can harness the power of WOM to attract new customers.

Viral Marketing

Viral marketing is a type of WOM marketing where customers share a brand's message or content with others through social sharing. This can include videos, blog posts, or other types of content that are designed to go viral and be shared by thousands or even millions of people.

Influencer Marketing

Influencer marketing is when businesses partner with influencers in their industry to promote their products or services. These influencers have large followings on social media and can be powerful advocates for a brand, helping to spread the word about it to their followers.

Word of Mouse

Word of Mouse refers to the online version of WOM marketing. When customers leave reviews or share their experiences with others online, they are engaging in Word of Mouse marketing. Businesses can encourage this type of WOM by making it easy for customers to leave reviews on sites like Yelp or Google My Business.

Community Management

Community management is all about building relationships with customers and fostering a sense of community around a brand. By engaging with customers online and responding to their inquiries and feedback, businesses can create a loyal customer base that will be more likely to share their positive experiences with others.

6 Most Popular Questions About Word-of-Mouth

1. Why is WOM marketing so effective?

WOM marketing is effective because it is based on trust. Customers are more likely to trust the opinions of their friends and family than they are to trust traditional advertising. By harnessing the power of WOM, businesses can tap into this trust and use it to attract new customers and build brand awareness.

2. How can businesses encourage WOM marketing?

There are a few ways that businesses can encourage WOM marketing. One is by providing excellent customer service and creating a positive customer experience that customers will want to share with others. Another is by incentivizing customers to refer others to the business through referral programs or other types of rewards.

3. What's the difference between WOM marketing and traditional advertising?

Traditional advertising is often seen as less trustworthy than WOM marketing because it is seen as being biased towards the brand that is being advertised. WOM, on the other hand, is based on the opinions of real customers who have had real experiences with a brand.

4. Can WOM marketing be bad for business?

While WOM marketing is generally seen as a positive thing for businesses, it can sometimes backfire if customers have negative experiences and share them with others. This is why it's important for businesses to provide excellent customer service and strive to create positive experiences for every customer.

5. How can businesses measure the success of their WOM marketing efforts?

One way that businesses can measure the success of their WOM marketing efforts is by tracking customer referrals and reviews. By monitoring these metrics, businesses can see how many new customers are coming in through referrals and how many positive reviews they are getting online.

6. What are some tips for creating a successful WOM marketing campaign?

Some tips for creating a successful WOM marketing campaign include providing excellent customer service, creating shareable content that people will want to share with others, partnering with influencers in your industry, and incentivizing customers to refer others to your business.


  • "Contagious: Why Things Catch On" by Jonah Berger
  • "Word of Mouth Marketing: How Smart Companies Get People Talking" by Andy Sernovitz
  • "The Anatomy of Buzz: How to Create Word of Mouth Marketing" by Emanuel Rosen
  • "The Tipping Point: How Little Things Can Make a Big Difference" by Malcolm Gladwell
  • "Influence: The Psychology of Persuasion" by Robert Cialdini
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