As mentioned, advertising can be useful in the initial phase, to reach greece phone number library early adopters, but it will hardly help you reach critical mass.
However, the power of word of mouth remains intact . Brands must, more than ever, rely on this strategy to grow.
In addition to the concepts seen above, linked to the effectiveness of messages, to encourage word of mouth there is a fundamental concept: customer satisfaction .
Your storytelling may be perfect but it will be completely useless if your customers are not more than satisfied. In fact, no one will tell the company or their friends about a brand that did not make them happy. In fact, yes, they will, but with the aim of discrediting it.
This is the point: not focusing on customer satisfaction has a very high cost.
Let's take an example: your customer Francesco has a problem. It probably doesn't even depend on your product or service. At this point, what do you do? You could answer that the problem is not your responsibility, or you could help him.
In the second case, Francesco will be satisfied, he will feel confident in your reliability and will tend to remain a customer for a long time, increasing his Lifetime Value (and improving your ROI). But above all, he will tend to recommend your product or service , bringing you new customers at zero cost.
Furthermore, these customers will be more likely to purchase your product or service than others, thanks to the story told about your brand by people they trust, and for this very reason they will be led, in turn, to have a very high Lifetime Value.
Solving customer problems effectively is very important. It has a cost, of course, but it is an expense item that must be taken into account just like marketing (or perhaps more).
If you had chosen the first option, and not helped Francesco, you would have saved resources but faced a very high cost . Francesco would have written bad reviews and told all his acquaintances about his bad experience, who in turn might have discredited your brand with other people.
brand reputation
See the difference? A satisfied customer has generated a very high value, and has also brought you several customers, each with a potentially very high expense.
This is why companies like Amazon have revolutionized the market by investing huge sums in customer service .
It may have happened to you too to tell friends, who had never bought online, how convenient, safe and its customer service is super efficient, right?
Well at that moment you told a simple and effective story that Amazon created for you using the most powerful marketing ever: word of mouth .
What about you? How likely are you to share your experiences with a brand or product with your contacts? And how do you leverage word of mouth to grow your business?
