Posts Tagged ‘word-of-mouth marketing’


Are You Paying for Word-of-Mouth Marketing?

Thursday, July 15th, 2010

by Crystal deGoede*

There are a lot of us that follow people on Twitter whom we have never met or heard of just because everyone else is following them. “They” must have something good to say, right? We should trust them. Or we like a brand on Facebook just because they are giving away an iPad, or friend someone from high school merely to see their photos. Yet, we never even talked to them – then or now.  (I know people that have over 2,000 friends on Facebook…come on. That number might be ok for Twitter, LinkedIn, etc. because we are “networking” with peers and colleagues, but these Facebook accounts are mostly personal.)  

In reality, we all are just building our personal brand. In fact, regardless of the Are You Paying for Word-of-Mouth Marketing?network, these people may not really be our “friends” or even acknowledge our tweets but when we update our status or link to an interesting article, they are seeing it and vice versa.  Our own word-of-mouth marketing is taking place with every post, generating a buzz for ourselves, company, brand or clients.

Since the 1980s, when word-of-mouth marketing became the big craze, the continuing efforts of companies trying to create a buzz, by having people endorse their products, has increased. And with social media, it is easier than ever. All marketers know that the ability to generate word-of-mouth advertising is not something that can be purchased, or so they’ve been taught.

However, that may no longer be the case. Celebrities, along with other influencers are receiving compensation to tweet and blog, mentioning certain products to their millions of followers. Can you imagine getting paid $10,000 just to tweet?

Sponsored Tweets, a new Twitter advertising platform, connects advertisers with twitter users. Advertisers can create sponsored conversations on Twitter. Tweeters can earn money for spreading the word. Along with advertising on Twitter, the company also has a sister site Pay-Per-Post, which pays influencers to blog about certain products. Currently they have 400,000 participating bloggers and tweeters, and over 40,000 advertisers.

Besides paying people to tweet and generate a buzz around your brand, you can also gain followers or friends by simply buying them. One way to gain “fake,” “targeted” friends is Twitter1k, which offers several options for the quantity of followers. If you need Facebook friends/fans, well you can buy them too. (Interestingly enough, the use of such friending or advertising services could potentially get you banned from a given social network – though some claim that they are less likely to do so then their competitors - unless of course you are using a service affiliated with the network. Then it seems to be more “ok.” Go figure.)

Why are companies doing this? Well most of us trust a brand that has a higher number of followers, fans, and YouTube views. If a brand has this, many “friends” and most of those friends are speaking positively about them, then we assume they must be engaging or influencing.  We are also more likely to recommed the brands (personal or business) that have lots of friends and followers.  Those artificial friends that are doing your word-of-mouth advertising have real friends that trust them, and that allows your brand to reach different verticals without much effort. Therefore, for some marketers, the incentive to fallaciously drive-up those numbers is very attractive.

If you found out that a brand you trusted had paid for their followers or for praise from someone that doesn’t even use their products or service, how would you feel? Does the ability to buy friends or pay people to be brand ambassadors go against the etiquette for transparency in social media? How does that reflect on the brands and companies who legitimately build their following, slow and steady, over time? Would you ever consider purchasing friends and followers for your brand? Share your thoughts with BurrellesLuce and our authentic Fresh Idea readers. 

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*Bio: After graduating from East Carolina University with a Marketing degree in 2005, Crystal DeGoede moved to New Jersey. In her four years as a member of the BurrellesLuce marketing team and through her interaction with peers and clients she has learned what is important or what it takes to develop a career when you are just starting out. She is passionate about continuing to learn about the industry in which we serve and about her career path. By engaging readers on Fresh Ideas Crystal hopes to further develop her social media skills and inspire other “millennials” who are just out of college and/or working in the field of marketing and public relations. Twitter: @cldegoede LinkedIn: Crystal DeGoede Facebook: BurrellesLuce

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Facebook: Expanding Your Reach Beyond Six Degrees

Wednesday, March 10th, 2010

by Lauren Shapiro*

The game of “Telephone,” along with “Duck Duck Goose” and “Red Rover”, bring back fond memories of elementary school antics. As we got older, during middle school and perhaps even into high school, “Telephone” was used as an example of the power of word-of-mouth and how a message can become skewed as it is passed along the chain. Now, “Telephone” has been revolutionized by Facebook – igniting the flames of word-of-mouth from a burning bush to a wildfire.

Facebook, once exclusively available to college students on participating campuses (I can still remember petitioning for my own University to become a member), gave individuals the ability to connect and reconnect over the Internet. Throughout the years, Facebook has increased its scope by allowing anyone with a valid email address to join (before it was just limited to .edu addresses) and giving users the ability to share and tag each other in pictures, videos, links and status updates. Facebook has even given marketing and public relations professionals the opportunity to reach constituents based on specific audience segments and demographics.  

Facebook has also enhanced the notion of six degrees of separation (think Will Smith’s movie circa 1993). Thus, creating a huge reach beyond traditional mediums (i.e., seeing the person, speaking with them on the phone, or communicating via email). Whereas before your audience iStock_000008002627XSmallmay have told a few others about your company or brand via these channels, now individuals can essentially, with a few clicks of the mouse or strokes on the keyboard, influence each other on a much broader spectrum. As Facebook gains in popularity with currently 400 million active users (about 70 percent outside of the United States) companies are paying even closer attention to see what is being said about them and responding accordingly.

Companies are starting to implement an integrated marketing communication strategy on social media fronts, combining the power of the organization as a whole (marketing working with sales working with customer service) to best utilize Facebook as an outlet to track, react and respond to consumer issues. 

According to an article written by Janine Milne, “The information flow is two-way. Customers get to understand more about the vendor and how other customers view the vendor. Organizations get to hear exactly what their customers think.”

I am a Facebook (and real life) ‘fan’ of Sally Hershberger Professional Hair Care. While browsing their fan page, I realized the importance of social media in relating to clients and potential clients. One Facebooker wrote on the Sally Hershberger page that she wished there was a coupon to entice her to try one of their new products. The Sally team responded quickly and advised that not only do they have a $2 coupon on their website but they also have a contest running where you can win a Sally makeover. The potential client immediately went onto the sallyhershberger.com and attempted to enter the contest only to find that the website was not working properly for her. She wrote about her issue on the Facebook fan page and received a response minutes later letting her know that they were working on correcting the issue and would get the coupon to her right away.

Not only did the Facebook page create a space where the company could interact with potential consumers but it helped the company to find a glitch in their system that may have never caught on their own.

How is your organization using social media to engage stakeholders and remedy potential client concerns?

*Bio: Soon after graduating from the Richard Stockton College of New Jersey, in 2006 with a B.A. in communication and a B.S. in business/marketing, I joined the BurrellesLuce client services team. In 2008, I completed my master’s degree in corporate and organizational communications and now work as the supervisor of BurrellesLuce Express client services. I am passionate about researching and understanding the role of email in shaping relationships from a client relation/service standpoint as well as how miscommunication occurs within email, which was the topic of my thesis. Through my posts on Fresh Ideas, I hope to educate and stimulate thoughtful discussions about corporate communications and client relations, further my own knowledge on this subject area, as well as continue to hone my skills as a communicator. Twitter: @_LaurenShapiro_ LinkedIn: laurenrshapiro Facebook: BurrellesLuce

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Is Customer Service the New PR?

Friday, December 5th, 2008

by Cathy Del Colle*
According to Chris Abraham, quoting Chris Brogan, customer service is the new PR. Actually what he said was this: “Customer service isn’t a chore. It’s the new PR.” and that’s the truth.  What your customers think and say about you is the basis for all of the “word of mouth” marketing in the social networking world. We’ve built our brand and run our business for decades with dedication to customer service as the cornerstone.

“Treat each client with kindness, listen and learn.” That’s what I tell our staff of customer service representatives. And it does seem to pay off. Clients of BurrellesLuce rate our customer service representatives very highly for being attentive to their needs. Just yesterday, one of our clients told a client services representative, “Thank you for being mindful of our expenses and offering solutions.”  As the country is currently in the midst of difficult economic times, many businesses are being forced to examine the services that they’re using. I’m pleased to see that now more than ever, our clients really appreciate our investment in personalized customer service, as we redouble our efforts to ensure they fully utilize the BurrellesLuce services they need to monitor and measure the effectiveness of their PR efforts.

Back to the posts by the two Chris’s: Customer service is defined as being the provision of service to customers before, during, and after a purchase.  Public relations is the practice of managing the flow of information between an organization and its publics.  It seems to me that these are both an important parts of maintaining client relationships indeed!

*Bio: During my 22 years with BurrellesLuce I’ve heard and seen a lot in the way of media monitoring and measurement. I originally started as a sales associate specializing in fashion and higher education. Now, I am the SVP of client services. Over the years I’ve developed a close relationship with many PR and marketing professionals. When I worked in the nation’s capital, I sat on the board of Washington Women in Public Relations, where I also served as membership coordinator and, in 1995, as president. Today, I remain an honorary member of that organization. I continue to enjoy meeting with clients and assisting them in any way. LinkedIn: cdelcolle; Twitter: @BurrellesLuce; Facebook: BurrellesLuce

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Word-of-Mouth Marketing for the PR Professional

Tuesday, April 1st, 2008

Conversation-Builds-CommunityGenerating conversations among target audience members, long a goal of marketers, takes new shape in the online world. Does PR “own” this, or are marketing generalists taking the lead in your organization? Which knowledge bases and resources make the difference between high-energy conversations and a deafening silence? We’ve done a bit of research — read about it in the white paper — and are experimenting ourselves, but hope everyone can learn more from your comments.

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