By far the most common way customers learn about a business is from word of mouth. That's right, word of mouth from existing customers. It is the number one method of attracting new customers. It is all about connecting with a select number of customers, enlisting their trust and loyalty, and having that positive impression spill over among their circle of friends and colleagues.
However, there are steps one should take to increase and leverage word of mouth? Here are items for your To-Do list to increase word of mouth:
Check your business in Google at least once a month.
Remember that word of mouth spreads online as well as offline today. Endeavour to check your business at least once or twice a month. Don't forget your customers are online as well.
2. Conduct a regular customer survey to learn what your customers REALLY think.
Conducting customer survey helps you understand and interprete what the customer thinks about your business. People often use The Net Promoter scoring system which would ask the customer on a scale of one to ten, “How likely is it that you’d recommend us to your friends and colleagues?” The ones who are very positive are called Promoters. The ones who are negative are called Detractors. Net them out, and you have a Net Promoter score.
Remember: while word of mouth is something your customers share, it’s not out of your hands. What you do and don’t do, has a huge impact on word of mouth.
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