• 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!

jo@wordofmouthco.com.auvicki@wordofmouthco.com.au

02 6684 2200

www.wordofmouthco.com.auwww.womma.org