Word of Mouth Marketing Seminar - Joanne Smith Hobson's Bay on Customer Service
Word of Mouth Marketing Seminar - The Word of Mouth Company Presentation
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description
Word of Mouth Club – ‘We love to talk’ Jo Schultz and Vicki Foster established the Word of Mouth Club brand to ‘make women’s lives easier’. They are flying in from N.S.W. to share the success of their brand and its underlying premise that word-of-mouth marketing in all its incarnations and across diverse platforms (even libraries) is the most effective marketing. Presented at LibMark's Word of Mouth Marketing Seminar in June 2014
Transcript of Word of Mouth Marketing Seminar - The Word of Mouth Company Presentation
• What is word of mouth marketing – WOMM?
• Is word of mouth marketing really worth it?
• Are your customers talking about you and what are they saying?
• How to implement WOMM into your library
Today
September 2005
Hey Jo want to start a company that is all
about word of mouth?
sure…
The Word Of Mouth Company was born!
An opportunity for brands to join the conversation
Go to the hubs
Invited
Transparent
….nine years later
….nine years later
Let’s talk about word of mouth!
Organic WOM
Sharing a solution Seeking out a recommendation
What is word of mouth marketing (WOMM)?
Word of mouth marketing as a media channel is simply.. conversations.
It is about earning the right to airtime in your consumers conversations – for free!
Go to them, don’t wait.
Is WOMM really worth it?
Does your library have talkability?
Would YOU recommend your library to your friends and family?Offers a solutionMakes my life easierNew or innovativeEntertainingExperience exceeds customers expectations e.g. friendly staff, variety of publicationsWill it make your customer look good in a conversation?
What next?
• Would YOU recommend your library to your friends and family?
• In house audit
• Listen
• Include and inspire your team - create a WOMM Committee!
The conversation journey…
Quick recap
• We know the difference between organic WOM and WOMM
• We know that you need to have “Talkability” if you want to invest in
WOMM
• We know that our “house” needs to be in order before rolling out a
WOMM campaign to our customers
Are your customers talking about you and what are they saying?
What was that you said?
What was the tone of the conversation?
Time to listen
How/where to listen
social media
face-to-face
postcard feedback
online survey
Gaining airtime
Guess what?!
Gaining airtime
If you want people to talk about you give them a
message worth spreading
•Develop and tweak your sticky story on an ongoing basis
•Deliver the right message to the right people, at the right time
How to implement WOMM into your library and measure its success
How to implement a campaign
• Plan your resources
• Set your objectives
• Devise your strategy
- Map out your timing
- Finalise your ‘sticky story’
- How and where will you seed your sticky story
- Build in email collection tools
Did it work?
Online survey
All you gotta do is ask!Timing is key
Build your database
Did they tell their friends?
If not why not?
How many did you tell?
OK to incentivise
Did you visit our library?
Final recap
• Internal audit
• Invest time into understanding customer likes and dislikes
• Craft your ‘sticky story’
• Make it easy for your customers to spread your sticky story
• Ask for feedback – test and measure
SolutionYour people
Start a conversation!
Questions?
thanks for your time…
Give us a call!
[email protected]@wordofmouthco.com.au
02 6684 2200
www.wordofmouthco.com.auwww.womma.org
