How to grow word of mouth at scale

13 min readJul 7, 2023


image source: Efficy

In the rapidly evolving world of digital marketing, where trends come and go, one strategy has consistently proven to be powerful and effective: word-of-mouth marketing. Harnessing the influence of satisfied customers who passionately spread the word about your brand can have a significant impact on your business’s growth and success. Word-of-mouth marketing not only resonates with your target audience but also carries a level of sincerity and trustworthiness that traditional marketing methods often lack.

The power of word-of-mouth marketing lies in its ability to tap into the opinions and experiences of fellow consumers. Unlike brands that naturally tout their own greatness, consumers have nothing at stake when sharing their genuine thoughts about a product or company. Consequently, people tend to perceive recommendations from peers as more reliable and trustworthy. In fact, studies show that a staggering 95% of consumers search for online reviews and information before making a purchase, and 88% believe brand recommendations from their peers more than any other form of marketing.

Given these game-changing statistics, it is paramount to recognize the importance of customer reviews, ratings, and recommendations when formulating your company’s marketing strategy. However, scaling your word-of-mouth marketing efforts to reach a wider audience and achieve sustainable growth requires a strategic approach. In this ultimate guide, we will explore a range of proven strategies and techniques that will help you scale your word-of-mouth marketing strategy effectively.

By implementing these strategies, you will be able to create an exceptional customer experience, cultivate brand advocates, leverage social media, collaborate with influencers, and create shareable content that encourages conversations and amplifies your brand’s reach. Additionally, we will delve into the significance of monitoring and analyzing performance metrics to refine and optimize your word-of-mouth marketing efforts over time.

Let’s dive into the ultimate guide to scaling your word-of-mouth marketing strategy.

Types of Word of Mouth Marketing

With the increasing online connectivity of consumers, the opportunities for word-of-mouth marketing (WOMM) have expanded. Here are some prevalent forms that businesses can utilize to leverage WOMM effectively.

1. Publicity: This involves generating media attention to increase public visibility, shape brand awareness, manage crises, and develop reputation.

2. Buzz Marketing: Buzz marketing aims to create passionate conversations and generate viral awareness about a campaign or product within social circles, both online and offline.

3. Viral Marketing: Viral marketing relies on the spread of content or campaigns by a select audience, gradually reaching a wider public audience. It can occur through intentional sharing or as a result of a negative reaction to messaging.

4. Blogging: Businesses can self-publish content through blogs, including written articles, videos, or other media. Blogging builds customer trust, loyalty, and deeper connections with the target audience.

5. Emotional Marketing: Emotional marketing focuses on evoking specific human emotions through image-based content, often in response to current events or news.

6. Cause Marketing: Cause marketing involves aligning a brand with a social or environmental cause, aiming to generate positive word-of-mouth by associating the brand with a purpose.

7. Referral Marketing: Referral marketing incentivizes customers to promote products or services through word of mouth. Referral are rewarded for recommending the brand to potential customers.

8. Social Media Marketing: Social media platforms provide channels for digital word-of-mouth. Businesses can engage with consumers, encourage sharing, and leverage user-generated content to amplify their message.

The Role of Technology in Scaling Word-of-Mouth Marketing

The recent growth of modern word-of-mouth programs has led to the emergence of various point solutions, such as affiliate, referral, influencer, and partner marketing programs. This proliferation of options has created confusion among marketers about what they truly need to grow effective word-of-mouth marketing initiatives. Do you need multiple software solutions to manage each variation, or can one platform handle it all?

The future of post-conversion engagement lies in a single, flexible platform that provides all the necessary tools to manage and optimize a variety of word-of-mouth campaigns. By consolidating your efforts onto one platform, you can ensure data consistency and ease-of-use. With multiple systems, data may not always make sense, and integration with other tools can be challenging. A single platform eliminates these concerns.

So, what capabilities should this single platform have to handle every aspect of post-conversion engagement? Let’s explore the six most important features to look for

1. Identification and Segmentation:

A comprehensive word-of-mouth marketing platform should provide robust identification and segmentation capabilities. It should allow you to easily identify and categorize individuals based on specific characteristics, such as demographics, interests, purchase behavior, or referral history. This feature enables you to target the right audience for each type of word-of-mouth campaign, ensuring that your messaging and incentives resonate with their needs and preferences.

2. Performance Tracking and Analytics:

By tracking the performance of your campaigns, you can identify which strategies work and which ones need to be adjusted. In-depth analytics allow you to understand how effective your campaigns are in terms of reach, engagement, and conversions, allowing you to make informed decisions about how to optimize your campaigns for maximum success.

The platform should offer comprehensive tracking capabilities to monitor key metrics, including referrals generated, conversions, revenue generated, and return on investment (ROI). It should also provide real-time reporting and visualizations, allowing you to gain valuable insights into your campaigns’ effectiveness and make data-driven optimization decisions.

3. Communication and engagement:

Effective communication and engagement are crucial for building strong relationships with your referral partners, affiliates, influencers, and customers. By providing communication tools tailored to each person’s preferences and interests, you can build trust, loyalty, and credibility. Additionally, automated email notifications and in-app messaging can help drive ongoing engagement and keep your advocates informed of any ongoing campaigns or updates. Social media integrations can also expand your reach and increase advocacy.

4. Reward management:

By offering rewards to advocates for completing tasks or for referring new members, you can incentivize them to take even more action. This can help to increase engagement and encourage further advocacy. Additionally, rewards give advocates a sense of accomplishment and recognition for their efforts.

Rewards can also help to foster a sense of loyalty and trust between advocates and the company, thus deepening the relationship. Finally, rewards create a virtuous cycle of engagement and loyalty that can lead to long-term success for the company.

The selected platform should offer flexibility in designing reward structures. This should allow you to define different types of incentives, such as discounts, cash rewards, exclusive offers, or loyalty points. Automation features should also be available to track and distribute rewards based on predefined rules, ensuring a seamless and efficient process.

5. Integration Capabilities:

Seamless integration with other marketing tools and platforms is essential for a word-of-mouth marketing platform. It should easily integrate with your existing customer relationship management (CRM) system, email marketing software, social media platforms, and other relevant tools. Integration capabilities enable you to leverage data from multiple sources, enhance customer targeting and personalization, and create a unified and consistent customer experience across different channels.

6. Scalability and customization:

As your word-of-mouth marketing efforts grow, the platform should scale with your business needs. It should be able to handle increasing campaign volumes, accommodate large user bases, and support high traffic loads. Furthermore, the platform should offer customization options, allowing you to tailor the user interface, branding, and workflows to align with your brand’s unique requirements. This flexibility ensures that the platform can adapt to your evolving needs and provide a seamless experience for you and your users.

7. Optimization Functionality

Post-conversion engagement is an ongoing process that requires continuous optimization. It involves collecting data on user behavior and using that data to create better experiences for users. This could include personalizing content, optimizing the user journey, and providing helpful resources. By doing this, businesses can ensure they are providing the best possible experience for their customers.

Word-of-mouth marketing is an effective way to reach potential customers, but it can be difficult to scale. By using a combination of proven strategies and the right technology, you can create an efficient system that will help you reach more people and generate more leads.

How to Harness the Power of Word-of-Mouth Marketing to Grow Your Online Business

In today’s competitive business landscape, it’s crucial to find effective marketing strategies that can help your online business stand out. One often overlooked, yet powerful, marketing channel is word-of-mouth (WOM) marketing. When customers are so thrilled with their experience that they can’t help but talk about your brand to their friends and family, it can have a significant impact on your business’s growth. will explore how you can harness the power of word-of-mouth marketing to grow your online business.

1 Prioritize an Outstanding Customer Experience: Create a customer service strategy that focuses on customer satisfaction. Make sure the customer service team is well-trained and has the resources they need to provide high-quality service. Monitor customer feedback and use it to make necessary changes.

This, in turn, can lead to more customers and higher profits. Provide incentives for customer feedback and reward loyal customers to encourage more positive reviews for example Offering personalized customer service, providing easy-to-use support, and creating a seamless omni-channel experience are all strategies that can help you create an outstanding customer experience. By improving the customer journey and resolving customer issues quickly, you can build customer loyalty and trust.

2 Personalization: Provide customers with tailored experiences and content that is relevant to their needs. Use data insights to understand customer preferences . Utilize the latest technology and trends to ensure you stay ahead of the competition. By understanding customer preferences and providing tailored solutions based on those preferences, companies can create deeper and more meaningful relationships with their customers. This helps to build loyalty, as customers feel like their individual needs are being heard and addressed

3 Provide exceptional service and cultivate a knowledgeable team: The foundation of word of mouth marketing lies in delivering exceptional customer experiences. Train your team to go above and beyond customer expectations, address inquiries promptly, and provide personalized assistance. Encourage a customer-centric culture within your company and emphasize the importance of positive human interactions. When customers have memorable experiences with your brand, they are more likely to share positive experiences with others.

4. Differentiate your brand: In today’s competitive landscape, it is essential to stand out from the crowd. Highlight what makes your brand unique and showcase your distinct value proposition. This could be through a one-of-a-kind product, a distinct company culture, or innovative marketing ideas. By offering something that others don’t, you increase the chances of people talking about and recommending your brand. Create a strong brand identity that resonates with your target audience and makes you memorable.

5. Establish yourself as an industry thought leader: Building credibility and authority within your industry is a powerful way to generate word of mouth. Engage in conversations with industry leaders, stay up to date with the latest news and trends, and actively participate in relevant industry forums and events. Share your expertise through valuable content such as articles, blog posts, videos, or podcasts. Develop a unique perspective and provide insightful predictions and recommendations based on industry knowledge and research. By consistently delivering valuable insights and staying at the forefront of industry discussions, you position yourself as a go-to source of information and thought leadership.

4. Build a strong reputation based on trust and fairness: Trust is critical in word of mouth marketing. Be transparent, honest, and fair in your business practices. Avoid deceptive tactics, misleading marketing strategies, or making promises you can’t keep. Focus on building trust and loyalty among your customer base by consistently delivering on your promises and treating customers with respect. Encourage and respond to customer feedback, address issues promptly and proactively, and go the extra mile to resolve problems. When customers trust your brand and have positive experiences, they are more likely to recommend you to others.

6. Foster an active and engaged social community: Creating a sense of community and belonging can drive word of mouth referrals. Build an online and offline community where customers can interact with each other and your brand. Encourage dialogue and provide platforms for customers to share their experiences, opinions, and recommendations. Host contests, organize events, and implement loyalty programs to engage and reward your customers. Develop a strong social media presence and actively participate in relevant conversations. By fostering an engaged community, you create opportunities for customers to become advocates for your brand and share their positive experiences with others.

7. Leverage partnerships and collaborations: Collaborating with influencers, complementary brands, or industry experts can amplify your reach and generate word of mouth. Partner with individuals or organizations that align with your brand values and target audience. Co-create content, host joint events or webinars, or offer exclusive promotions. By leveraging the reach and credibility of these partners, you can tap into their existing networks and expand your brand’s visibility and influence

8. Optimize Customer Touchpoints: Evaluate and optimize every interaction point a customer has with your brand. From website design to packaging, ensure that each touchpoint reflects your brand’s values, resonates with your target audience, and leaves a lasting impression. A consistent and positive brand experience willhelp you create a strong relationship with customers and build loyalty. It also increases the chance of customers engaging with your brand in the future, as they will remember the positive experience and want to repeat it. Additionally, customers who have an enjoyable experience with your brand are more likely to share it with others, leading to increased brand awareness.

9. Provide Shareable Experiences: Create experiences that are share-worthy and encourage customers to document and share their journey with your brand. This could involve hosting events, workshops, or immersive brand activations that are visually appealing, interactive, and memorable.

10. Encourage Reviews and Testimonials: Actively encourage customers to leave reviews and testimonials about their experiences with your brand. Provide convenient platforms or tools for them to share their feedback. Positive reviews and testimonials serve as social proof and can influence potential customers to choose your brand over competitors.

11. Engage in Social Listening: Monitor social media platforms, review websites, and online forums to listen to what customers are saying about your brand. Respond to both positive and negative feedback promptly and authentically. Engaging in conversations with your customers demonstrates that you value their opinions and can turn negative experiences into positive ones. This improves overall word of mouth.

12. Measure and Track Results: Establish key performance indicators (KPIs) to track the effectiveness of your word-of-mouth marketing efforts. Monitor metrics such as referral sign-ups, social media engagement, online reviews, and customer sentiment. Analyze the data to gain insights into what is working and adjust your strategies accordingly.

The Benefits of Scaling Word-of-Mouth Marketing

Scaling your word-of-mouth marketing efforts offers numerous benefits that can contribute to the long-term success of your brand. Let’s explore some of the key advantages:

1. Enhanced Customer Loyalty:

When customers are satisfied, they are more likely to recommend your business and products to their friends and family, increasing customer loyalty. This in turn can lead to more sales and increased brand awareness. By scaling your efforts, you can reach a broader audience and increase loyal customers who spread positive word-of-mouth. However, care should be taken to ensure that customer satisfaction is not sacrificed in the pursuit of sales and brand awareness. After all, customer loyalty is a long-term investment that requires consistent efforts to maintain.

2. Increased brand awareness:

As more customers become advocates for your brand, the awareness and visibility of your brand naturally grow. As customers become more aware of your brand, they will start to share their experiences with your brand with others. This creates social proof that encourages others to try your brand, leading to a snowball effect that increases the visibility and credibility of your brand. This will create a positive cycle that will lead to more customers and more opportunities to grow your business. As your customer base grows, so too will your brand’s reach, allowing you to reach more potential customers.

3. Cost-Effective Marketing:

Word-of-mouth marketing is often more cost-effective compared to other marketing channels. Word-of-mouth marketing is essentially free and relies on existing customers to spread the word about a product or service. It allows businesses to reach a large audience with minimal effort and cost, making it an effective and cost-efficient way to increase sales and expand their customer base.

4. Trust and Credibility:

Consumers tend to trust recommendations from friends, family, and peers more than traditional advertising. By scaling your word-of-mouth marketing, you can tap into this trust and credibility factor. As more people recommend your brand, potential customers will perceive it as trustworthy and reliable, leading to increased conversions and customer acquisition.

However, it is difficult for businesses to control how their message is being spread by word-of-mouth. Furthermore, its success is largely dependent on the quality of the product or service, as customers are more likely to recommend a product or service they are satisfied with.

Final thoughts

In the rapidly changing landscape of digital marketing, it’s essential to focus on proven strategies like word-of-mouth marketing rather than chasing the latest fads. The future of word-of-mouth marketing lies in a comprehensive platform that allows you to manage all aspects of customer engagement, from reviews and recommendations to rewards and referrals.

A centralized platform provides a holistic view of your word-of-mouth marketing efforts and enables you to make data-driven decisions. It eliminates the need for multiple disjointed systems and ensures seamless integration with other tools you rely on. By consolidating your efforts onto one platform, you can streamline your processes, improve efficiency, and maximize the impact of your word-of-mouth campaigns.

As the digital marketing landscape continues to evolve, a unified approach to word-of-mouth marketing will become increasingly important. By embracing technology and leveraging the power of word-of-mouth, you can create a sustainable, scalable, and impactful marketing strategy that drives long-term growth for your brand.

Remember, in the ever-changing digital landscape, word-of-mouth marketing remains a proven strategy that can deliver significant results. By leveraging the right technology and scaling your efforts, you can tap into the power of organic recommendations and drive sustainable growth for your brand.




Delivering Better Growth and Marketing Experiences and Results for Ambitious Brands, Startups, SMBs, and Businesses.