3-Minute WOM Lesson: 3 questions that lead to great word of mouth

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If you’re just getting started in word of mouth — or if you’re an experienced pro but finding yourself stuck — try focusing on the fundamentals by asking yourself these key questions:

1> How do we help them talk?
2> How do we help them tell more people?
3> How do we help the word of mouth last?

1> How do we help them talk?

The best word of mouth programs focus on the fundamental challenge of helping your talkers talk about you. Look for things that make it easier, more fun, or more rewarding to pass your stuff on to a friend. Most of the time you won’t know what will start those initial conversations, so try lots of little things and double down on what seems to work.

2> How do we help them tell more people?

Helping your talkers tell a friend is great, but helping them tell 50 friends is a home run. Try giving them a dozen samples, not just one. Instead of a single coupon, give away 10. And when it makes sense, help them share publicly online instead of quietly behind the scenes. By looking for the opportunities to multiply the conversations, you can significantly increase your word of mouth.

3> How do we help the word of mouth last?

After you’ve put in all the work to earn the initial conversations, start exploring ways to help the word of mouth keep going. Capture testimonials, get them on camera, point them toward review sites, and always, always ask for permission to contact them again. It’s these little efforts that turn short bursts of love from fans into something you can continue using to earn new customers.


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  1. Virtual Agent

    Free samples and give away baskets is a pretty good way of extending your reach and getting more people to talk about your company. Do you think sponsoring events is a good way of doing it as well?


  1. Social Media Online Classes | Blog | Facebook 101: Lesson Two Assignments - June 29, 2011

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