Why Word of Mouse is replacing Word of Mouth: Social media for trades businesses
Businesses have for years clamoured for Word of Mouth to help grow their businesses, today's modern businesses are pursuing Word of Mouse instead.
Word of mouth has been a trusted friend of businesses for years with recommendations to friends over the proverbial water cooler or when catching up for a BBQ. Personal recommendations to friends of services that you have liked and experiences you would like to share with others. Many businesses we speak to on a daily basis tell us that their best customers are the ones that come in from word of mouth - not only are they already sold, but they also tend to recommend the business more too!
Today's modern businesses are embracing the Word of Mouth of the internet, known as "Word of Mouse", to generate long lasting referrals and repeat customers. The internet provides a myriad of powerful tools for consumers to create long-lasting referrals and testimonials for companies that have provided them with great service.
Social media
Within seconds today's consumers can instantly communicate their love (or hate) of a business to all of their friends and followers using the status update services of Facebook and Twitter. Consumers can share their experiences in detail on their blog (see: www.blogger.com, www.blogspot.com).
With so much time spent on social media in Australia, it's definitely worth having a look!
Review sites
Consumers can provide detailed information about the businesses they used that is made available to prospective consumers that are considering buying from that business in the future. Sites like Service Central provide a platform for consumers to recommend great businesses as well as warn other potential consumers of the dangers of using businesses that have provided bad service in the past.
It's up to the consumer to read these reviews and make an informed decision about which businesses to use and which to avoid, and there's added value in providing these businesses a platform to review this feedback and respond to both positive and negative feedback. We find that customers respond exceptionally well to even negative feedback that's had a positive, action-oriented response added.
Listening to chatter about your business
Listening to social media trends is an integral part of any service business - you want to know when your company is being talked about! You can do this in a variety of ways from expensive (hiring a special social media monitoring company) to medium cost (buying social media monitoring software) to setting up Google Alerts for mentions of your company name. There are lots of free applications available on the internet too like www.addictomatic.comandSM2Freemium where you can looks for keywords or mentions of you or your competitors too!
Generating chatter about your business
Get yourself a Facebook page and invite your customers to become fans, or set up a Twitter profile and follow your customers. Engage with your customers online - remember that not only are you talking to one customer but many who see your conversation too! For your Service Central reviews, remind your customers to post feedback using your online portal - get tips on when the best time is and how to do it. Also check out what makes customers chatter most.
Another great way to generate chatter is to write a blog - you don't have to write it on your own site, but if you're writing about your business you might want to increase exposure by 'guest-blogging' on a larger site like Service Central. Email suggestions@servicecentral.com.au with your blog posts and we'll be happy to put it up and credit your business with the post!
Service Central also has a social media presence, so remember to 'like' us on Facebook and follow us on Twitter - not only will you get access to streams of our interesting content but we'll also connect you to all of our customers.
