Word of Mouth Marketing for the Direct Marketing Association
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Transcript of Word of Mouth Marketing for the Direct Marketing Association
The Art & Science of Word of Mouth Marketing02.12.200
8
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Word of Mouth Defined
Source: WOMMA
WORD OF MOUTH (WOM)The sharing of an opinion about a product or service between two or more people.
When a marketer says something, it’s advertising or PR. When a consumer says it, it’s word of mouth.
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Amplified vs. Organic WOM
AMPLIFIEDA marketing campaign designed to encourage or accelerate WOM in existing or new communities.
ORGANIC A natural occurrence when people become advocates because they’re happy and have a natural desire to share their enthusiasm.
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
A Mindset, A Movement
…and Marketing
Channel
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Word of Mouth Has Always Mattered
92% cite WOM as a BEST trust Word-of-Mouth for
purchase ideas and information
56% trust editorial content 55% trust advertising
76% TRUST others opinions56% own past experience
15% advertising
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Think LESS about enhancing your
BRAND image…
…MORE about what’s of
VALUE to WOM participants
Psychology
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Word of Mouth is Different Online
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Online WOM is a Game Changer
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Reputation in Ruins
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Disproportionate Digital Influence
Source: The Influentials, Jon Berry & Ed Kellerr
Authors Jackie Huba & Ben McConnell
10%Americans influence the other 90%
1% RuleFor every 1 person who posts on a digital forum, at least 99 others view that content but don’t leave a trail.
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
The Network Affect
Source: MotiveQuest, LLC
Mavens – 20% of online influencers. Post very frequently and get their
social worth from knowing and sharing
Networked Opinion Formers – the other 80% of the online people looking for information
Offline word of mouth. Get many of their options from their online friends because of the
network effect
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Mediascape: Not What It Used to Be
WOM Matters More than Ever
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
New Channels of Insight & Engagement
• Video-sharing site• Average site visit: 48 minutes • 100 million video streams per day • 100,000+ videos uploaded / day• Fastest-growing web site in Internet history• 61% of visitors: 35+
• Social networking site with 222 million members• More page views per day than Google and eBay combined • Drives more traffic to retailers than MSN Search• Over 50 % of users are 35 or older• 1 in 3 are 45+
• Blogs: online personal journals - 112 million (12-17-07)
• 2 new blogs each second• Perpetual focus group
• 64 million users• Average site visit: 20 minutes • 6th most visited site in the world• 50+ of users return daily
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
WOM Must Be Transparent and Ethical
Types of Unethical Word of Mouth Marketing
Stealth Marketing: Deceiving people about marketing being involved with a
communication.
Shilling: Payola for product promotion without disclosing you work for a
company. Impersonating a customer.
Infiltration: Using fake identities in an online discussion to promote a product.
Defacement: Vandalizing or damaging property to promote a product.
Falsification: Knowingly disseminating false or misleading information.
Spam…of any kind
Source: WOMMA
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
WOM Marketing
Types of Word of Mouth Marketing
viral marketing
buzz marketing
community marketing
grassroots marketing
evangelist marketing
product seeding
influencer marketing
cause marketing
conversation creation
brand blogging
referral programs
Source: WOMMA
Give People a REASON to TALK…
…make it EASY to tell others
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
WOM
Strategies
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Encourage Communications
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Encourage Communications
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Give People Something to Talk About
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Give People Something to Talk About
THINK
BIG
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Connect People & Build Community
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Work with Influential Communities
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Evangelist & Advocacy Programs
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Engage in Active Listening
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Engage in Active Listening
Source: TalkTrack™, Keller-Fay 2006
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Give People Something to Talk About
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Monitor and Measure
Associations with “Plastic”
Anya Hindmarch phenomenon
Pyrex Glassware as Tupperware alternative
Discussion around using canvas or reusing plastic grocery bags.
Plastic Recycling habits
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Give People Something to Talk About
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Give People Something to Talk About
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Make Sharing Easy
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Co-Creation & Information-Sharing
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
ACTIONS
for Change Agents
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
#1: Ask the Ultimate Question
How likely are you to recommend Company or Product X to a friend or colleague?
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
#2: Listen to and Nurture Passionates
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Be Interesting -- or Be Invisible! -- Andy Sernovitz
#3: Be Remarkable
Source: Purple Cow, Seth Godin
Be Interesting -- or Be Invisible! -- Andy Sernovitz
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490Source: Email Experience Council
#4: E-Mail: Ultimate Gen X WOM Tool?
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
#5: Get Started
Source: Andy Sernovitz, Word of Mouth Marketing: How Smart Companies Get People Talking.
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Adv Promo Direct PR Social Media & Online
Visibility Credibility Insights Engagement Measurement
Social Media Reflects & Influences The Truth of Your Brand
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
YOU Can Lead in New Directions!
SOCIALLY CONSCIENTIOUS MARKETING | SMALLPLANETPARTNERS.COM | 816.914.1490
Direct Marketing Resource Favs:
www.SmallPlanetPartners.comFebruary 11, 2008 blog post
Workshops, Seminars & Strategy [email protected]
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Thank You