Contact Center Solutions Featured Article

Use Brand Advocates to Drive Sales Using Word of Mouth Marketing

October 03, 2012

Did you know that the recent hit music video “Gangnam Style” was made so popular due to simple Word of Mouth marketing?

Today, “word of mouth” is the most powerful form of advertising, as 92 percent of people say they trust word of mouth, while only 33 percent of people trust online advertisements. 

So how exactly do you spread word of mouth messages about your company?

Rob Fuggetta, founder and CEO at Zuberance, suggests using Brand Advocates, customers who recommend a company or product without pay or incentives. Fuggetta discussed in an ITEXPO (News - Alert) session today “How to Leverage Brand Advocates to Drive Leads, Sales, and Positive Word of Mouth” just how effective advocates can be as a company’s marketing team.

“We are all brand advocates because we are all constantly recommending things to each other,” said Fuggetta.

One company that has found success through brand advocacy is VoIP provider Ooma, which has struggled with marketing in the past due to a low advertising budget. Ooma decided to turn its customers into its marketing department since they can’t afford flashy, expensive advertising, and use word of mouth marketing with the help of Zuberance.

According to Fuggetta, in order to have successful word of mouth marketing, you must identify, amplify and track. Utilizing e-mail, social media, forums and more to get its message out there, Ooma identified 27,690 advocates using word of mouth.

Using Zuberance’s platform, Ooma invited its advocates to write reviews for the company on preferred sites including Amazon, OfficeMax, Target, Sears, Facebook (News - Alert) and Ooma’s own website. Also, Zuberance invited Ooma advocates to create stories about Ooma that sell.

All in all, advocates completed over 4,000 positive reviews and stories about Ooma.

Additionally, Zuberance can also track in real-time everything that advocates do. Customers simply visit the Zuberance dashboard to see how their well advocates are performing.

With 11,000 advocates, Ooma got a 50-percent CTR (click through rate) and a 25-percent conversion rate using Zuberance’s Word of Mouth marketing strategy.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, happening now in Austin, TX.  Stay in touch with everything happening at ITEXPO. Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!