Word Of Mouth.


Lately, I've noticed a worrying increase in conversations and conferences around the issue of word of mouth and influencers. The industry's reaction to the realisation that people are ignoring their messaging is seemingly to search for an alternate way to control the message.

But if you're asking how do we generate word of mouth around our product/service, you're asking the wrong question. It leads to short-lived stunts, misplaced sponsorships and seemingly the resurrection of the debunked concept of the influencer. The latter can be the only explanation for a new frozen fish campaign in the UK being fronted by a retired rugby player.

The question is not how do we generate word of mouth? The question is how do we make our product/service so remarkable that it generates word of mouth?

The answer is to create and continually improve a product/service that makes the users feel better about their lives - whether that be in terms of perceived desirability, genuinely increased enjoyment or improved capabilities and confidence. And that's why generating authentic and persisting word of mouth is so difficult.

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