1 / 15

Transforming Word of Mouth: The Impact of Social Media on Marketing and Consumer Behavior

The evolution of the internet and social media has radically changed word of mouth (WOM) communication and marketing. By 2009, email and business communication flourished, while social media stepped into the spotlight in 2013 as a crucial element in entertainment, social interaction, and shopping. This transformation has decentralized information dissemination, enhancing consumer influence and credibility through platforms like Facebook and Twitter. However, while positive WOM can spread rapidly, negative experiences can go viral, emphasizing the urgent need for businesses to engage with all consumers effectively.

milos
Télécharger la présentation

Transforming Word of Mouth: The Impact of Social Media on Marketing and Consumer Behavior

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Chapters 1-2 “The World as it was no longer is”

  2. Top Uses of the Internet In 2009 Email Information Business Social Media Shopping In 2013 Social Media Entertainment Gaming

  3. Word of Mouth • Simple Model • I buy a SUV at the local GMC dealer and LOVE it! • I tell my buddy looking for a that I LOVE the GMC but was not thrilled with my buying experience at the local dealer • My friend then has a friend that is looking for an SUV and passes along my recommendations (and not!)

  4. Word of Mouth • Negatives • Slow to disperse • Unlike advertising, you don’t control the message and it can be modified as it passes “down the grapevine” • MY credibility and influence may not be as significant as the information passes down the grapevine.

  5. What is the Role of Social Media in Word of Mouth • Social Media • Facebook – your posts update to friends immediately • Twitter can enable millions to see your message immediately • 70% of large companies not participating?? • Geography not an issue anymore  • Original intent not lost because of digital format • Credibility because original source traceable

  6. Socialnomics • Socialnomics: The value created and shared via social media and its efficient influence on outcomes [economic, political, relational, etc.].Simply put: Word of Mouth on Digital Steroids

  7. Advertising’s Future • Bob Garfield of NPR and formerly of Advertising Age • “I and traditional marketing and advertising are f*&%ed!” • Premiums for the March Madness, Sports Illustrated swimsuit editions a thing of the past.

  8. What does Socialnomics Mean for Traditional Marketing Communication? • Advertising Revenues from traditional outlets plummeting – how effective is mass marketing now? • Direct Marketing declining • News Medias Scrambling • Traditional Business Models no longer applicable – stumbling blocks? • NY Post, CareerBuilder • News must find me! • Fragmentation and niche

  9. National Advertising • Newspaper ads declined 18.1% • National ads fell 18.4% • Classifieds dropped 30.9% • Online ads dropped 3%

  10. Negative Word of Mouth • British Airways lost a customer’s luggage and then did not answer his emails. The customer didn’t just tell his 500+ followers, he bought “promoted tweets” (Twitter’s form of advertising) to spread his message . • “Don’t fly British Airways … their customer service is horrendous!” • Ads targeted BA followers (300k+)

  11. Viral Viewing • http://mashable.com/2011/12/21/fedex-guy-destroys-pc-monitor/ • What to do?? Do you agree with the FedEx response? • Matt and Slide – example of importance of tags • SNL – Power to Impact an Election? • Sarah Palin spoofs • 50 million viewed; half over internet replays; most pushes to social media • Impacted sketch writing to target social graphs (your online connections of peers, friends, family)

  12. Negative Blogs and Posts • In advertising one negative WOM cannot be undone with 5 positive advertising messages … why? Credibility • Social Media enables consumers to post complaints immediately, retain credibility and reach large numbers of individuals swiftly. • Companies should embrace ALL consumers, even unhappy customers (and in a timely fashion)

  13. Stats for Unsatisfied Customers • 4% of unhappy customers complain 7 out of ten will do business again with the firm if complaint handled properly 19 of 20 if grievance handled quickly Rule of Thumb I have a bad experience I tell 6-10 people; I have 100 Twitter followers; 10% share this information and so on …

  14. Companies on Top of Using Social Media • Capital One – contest to name 2012 College Mascot attracted 120,000 voters • Mayo Clinic – provides top notch information via FB, YouTube and Twitter • Mercedes – Owner’s Stories for great WOM

  15. What’s Out There About Your Company? • Disney Sucks – 7.5 M results including a FB entitled, “Disney Sucks”; multiple YouTube videos • Google Sucks – 37.9M results • Chrysler Sucks – 399K results • Sony Sucks - 3.51M results

More Related