They always say that word of mouth is the purest form of advertisement. That hasn’t changed. What has changed is that, 20 years ago, your word of mouth testimonial might be heard by 5 or 10 of your friends. Today, thanks to your mobile phone, your word of mouth goes out to hundreds via Facebook, Twitter and text message.
And, according to a recent article at Mobile Commerce Daily, retailers are starting to pay attention – enough to commission a survey that said:
- 46% of consumers told their friends about a positive retail experience
- 40% told their friends about a negative experience
- 18% commented via Facebook
- 8% commented via Twitter, and
- 32% commented via SMS (text message)
What do you think? Have you taken your word of mouth and Gone Digital? Are you more likely to praise or complain? Let us know!
I complain (nicely) when something isn’t the way it should be, whether it’s a product or a service. I also compliment when it’s deserved. Whenever I’ve sent an email or made a call to a corporate office regarding a product I wasn’t happy with, I’ve ALWAYS received at least a follow-up email or phone call and usually coupons for some of their products as a way of saying “we’re sorry”.
I think when you do it “nicely” you are far more likely to get results. thanks crystal!
I try to not complain over little things or more than I praise. I do look at reviews when deciding on hotels to toys for my grandson.
good call… complain when they deserve it, praise when they deserve it
I signed up to mystery shop, to let businesses know how their associates are doing. I would much rather praise but will complain when needed. 🙂
right…otherwise, nothing improves
I too Mystery Shop! It’s a fun way to make some money, have lunch, and help the businesses see how well they’re doing (or not doing).