Things break, problems crop up and employees have bad days. Everyone makes mistakes but it’s how you deal with these mistakes that keeps customers coming back. A good recovery can turn angry, frustrated customers into loyal ones.

With the viral nature of the Internet, and this new age of social media, customers can broadcast their opinions to thousands of people online in a very short span of time. There’s a title of a book that goes, “Satisfied customers tell three friends, angry customer tells 3,000”.

These days, what happens when a customer is dissatisfied or unhappy with a move?

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Before the Internet took over the world and much of our daily communications and interactions, most of us had local experts we would call or go visit if we had a need. Or if we didn’t know where to look, we’d leaf through the local business directory or yellow pages.

The advent of the Internet age has significantly changed the way we work and play.

What’s the first thing you do now when you need to buy a new flat screen TV? Or if you’re checking out a nice hotel for your holiday, or a fancy restaurant to bring that special someone?

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I recently contributed an article to IAM’s The Portal Magazine (Jan/Feb 2015 Issue) on Word of Mouth Marketing and why it’s important for the moving industry.

According to Nielsen, 92 percent of consumers believe recommendations from friends and family over all forms of advertising. So if you want to win the marketing race in 2015 and beyond, you need to unleash the power of word of mouth and start engaging your customers. Consumers are buying differently but are you selling to them differently? How do you engage them and put your company right where they’re looking?

You can read the full article here

MoveAide | IAM Portal Jan Feb 2015 Issue

Word of Mouth Marketing and why you should care

Word of Mouth Marketing or WOMM for short is essentially getting your happy customers to promote your business and do your marketing work for you. It’s also the new age conversation between corporation and customer.

WOMM has been identified as the most valuable form of marketing — the one that consumers trust above all others and the one that is most likely to drive sales for your company. It’s powerful, easy, indirect and usually free.

According to Nielsen, 92% of consumers believe recommendations from friends and family over all forms of advertising. And a study done in 2013 by Dimensional Research found that 90% of consumers admit that their buying decisions are influenced by online reviews.

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