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Definition :

Interpersonal communication between individuals within

networks that either explicitly or subconsciously identify
preferences about brands, products or services that may
be either positive or negative
Importance of Positive Word of Mouth

Make New Customer

Save time & Reduce wrong decision making

Increase Good-will

Free of cost
Effects of negative Word of Mouth

Destroying Company Image

Spread quickly

Difficult to get back the market place

Exaggerate by persons
Determinants of Word of Mouth


Satisfaction of the customer depends on the quality of product.

Customer care

Best customer care service make the customer feel comfort with the


Some people dont want to share information with others

New Trends of Word of Mouth Marketing

Cause or 'Charity' marketing

Blog marketing

Social media marketing

Examples :

Post on Facebook , Sep ,16 ,2013