Word-of-mouth marketing needs more than lip service
Geoff Gray
I have read various definitions of word of mouth (WOM), and the one that resonates most with me for its simplicity is: “An unpaid form of promotion in which satisfied customers tell other people how much they like a business, product or service.”
The simple explanation that a satisfied customer can steer many new consumers your way is established business sense and should permeate the way a business structures and promotes itself.
Businesses have always sought to achieve this free marketing nirvana, but never has this been more crucial than in...