Word of mouth is the simple act of sharing information with people you know. But on a deeper level, word of mouth marketing and advertising happens when a user recommends a product to someone in their network.
Nielsen found that 92 percent of people trust recommendations from friends (sometimes called earned media) over all other forms of advertising. However, the same doesn’t apply with bad customer service experiences: It’s hard to win back a customer even when a trusted friend recommends their service.
One way to inspire your customers to talk up your product and company is by delivering excellent customer service.