Every customer has the potential to alter perceptions of your business positively or negatively. When handled proactively, their word-of-mouth influence can be a powerful tool for your content marketing team.
Not only is word-of-mouth marketing much more cost-effective than paid strategies, it can produce a greater impact in the short and long term. Research from Kantar found that 93% of consumers say they trust their family and friends and 91% trust review sites for brand and service information. Advertising was at the bottom of the list – only 38% say they trust it.
Companies using authentic reviews and user-generated content from their customers in their content marketing tactics bolster their own reputation while expanding their customer base.
Here are four ways to incorporate word-of-mouth marketing into your content:
Done well, user-generated content can be perfectly authentic and make an impact. Reshare social shout-outs about your business. This is a low-effort way to draw attention to the public affection your business is garnering. But don’t stop there:
TIP: Word-of-mouth content does not have to rely on lengthy reviews. Even a photo with a brief, positive caption can work.
Example: The Home Edit organizing brand, which has a Netflix show, created an Instagram post with this positive quote from Katherine Sivells: “Thanks to @TheHomeEdit, when I open a drawer or closet, I find myself saying, ‘We need to call Sumner.’ Then I realize it’s not “we,” it’s me and I don’t have Sumner’s number.”
Your content marketing team should pay attention to customers’ social media posts even when they relate to customer service, not marketing. You can amplify the reach of customer feedback by engaging in the moment. Not to mention, responsiveness can quickly turn a negative into a positive when you can resolve or clarify a situation.
To join the conversation with customers, consider these strategies:
Example: Online pet supply company Chewy replied to a tweet from a customer remarking about their cat sitting in the small box rather than the bigger (Chewy-branded) box. They didn’t talk about their cat-related supplies or how to order and get a box. Instead, they responded with “You know what they say, if it fits I sits,” and a cat emoji.
You know what they say, if I fits I sits.
— Chewy (@Chewy) March 31, 2022
People are inspired to write reviews because of outstanding (or poor) service, and many customers won’t make a purchase without looking at reviews. So those stellar customer reviews you already have? Proudly use them in your content – with the permission of the customer.
Example: Patagonia actively encourages customers who use its Worn Wear repair service to tell the stories behind their repaired garments. One customer writes about her Patagonia nano puff jacket. Within her colorful back story: “Sharp ends of yucca plants and prickly pear pierced tens of holes in the jacket, but it preserved through weeks in the desert, protecting me from sharp flora and chilly morning temperatures alike.”
Example: At my company, we used feedback from SensoryKidz, an occupational therapy business, for this Instagram post. The visualized quote – “I was doing five things at one time. When the phone rang, I had to go into therapist mode – even though I’m not a therapist – because families are anxious to get something done,” Mike said, jokingly adding, “we need more Mikes.” The accompanying caption went into more details about what SensoryKidz is and why its owners need our virtual receptionist services.
Customer videos can be a valuable asset in your content marketing strategy. Like other forms of word-of-mouth content, they can serve as a vetting source for potential customers. When done well, they deliver personal narratives where future customers can see themselves or their problems being solved. These videos also can be used in multiple ways:
Word-of-mouth marketing is one of the best tools in content marketing. When your customers do the talking, posting, and sharing, your customer base is likely to grow. The key is to effectively plan, incorporate, and repackage this user-generated content to deliver bigger results for your brand.
Cover image by Joseph Kalinowski/Content Marketing Institute