Word Of Mouth (WOM) and influencers. Those words may sound like a foreign language or jargon that has nothing to do with your hospitality services. Yet they can have a tremendous impact on who might or might not be a future customer. Do you know how?
Traditionally, marketers count the number of broadcast impressions people see and identify reach and effectiveness. Today, individuals annually spread up to 256 billion impressions in social networks and 250 billion impressions in blog posts, comments and review sites.
This presentation discusses how to see customers as potential sources of influence and provide outstanding customer service to create loyal customers with empowered WOM strategies.
Learning Outcomes:
- Identify a four-step process to energize and empower your customers.
- Define mass influencers, mass connectors and mass mavens and how they impact your services.
- Discuss peer influence: how customers matter more after they’ve used your services.
Created by: Jeff Hurt
