Social Media and Word of Mouth

June 15, 2010  |  Facebook

Noticed something interesting on Facebook last night.  One of my friends posted a question to all of HER friends… asking their pick for the best pharmacy in the city — the one with the cheapest dispensing fee.  Within the space of a day, she got a handful of replies and a consensus:  Costco.  I’ve never filled a prescription at Costco, but I will now… all because of that recommendation.  In the old days, you would have been talking about this over a cup of coffee at your friend’s kitchen table.  With the advent of Facebook, HUNDREDS of  friends  are in on the conversation… and that’s the wonder of Social Media. (More…)

Experts will tell you that word of mouth has always been the most effective form of marketing.  It’s simple: People trust their friends’ opinions.  And more so now than ever.

The question is, how long will it take for retailers to plug into this phenomenon… listen to what consumers are saying online… improve their services and products to keep their customers happy and win new ones?  The happier those customers are, the more likely they’ll be to tell their friends.

Just like the old shampoo commercial from the 70’s… and they’ll tell two friends, and they’ll tell two friends, and so on, and so on, and so on.

It’s a brave new world out there.  Now more than ever, you really need your friends. ;-)

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  1. Ha! Love your comment, Dorie. I think our generation is still tentative about taking their comments or potential rants to Facebook, too. First of all, we understand that FB is permanent. We might as well put what it is we have to say on a billboard in the middle of town, because it’s there for good for everyone to see. Back in the old days, (BSM – before social media), saying something bad about something or someone was called “slander”, and yes, you could be sued for it. The interesting thing is that young people don’t seem to hesitate — they rely so heavily on their friends’ opinions. And that’s what has the PR departments in such a panic. It’s a powerful tool and a dangerous tool, all rolled into one. By the way, I think your hair looks really good today ;-)

  2. After many days in radio reading news, I’ve been tentative about complaining about certain products or stores on Facebook.
    I think I’m still too conditioned by threat of being sued to do anything extreme. But it’s interesting how quickly (as you mention) you can accomplish something after posting a question or theory on FB. Best veggie burger? Ask your friends. Best
    shoe store? they’ll tell you too. It’s safe to assume the circle of people we know and allow into our Facebook “realm” are of valued opinion as well. So ask! It may not however be safe to ask if a hairstyle looks good, or if your makeup is too thick. My friends just don’t answer THOSE questions.

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