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The Relenta CRM blog

Social CRM and word of mouth marketing

Keller Fay Group reveals many interesting facts about word of mouth (WOM) marketing. Here are the two bits relevant to social customer relationship management, a.k.a. social CRM:

  1. 90% of WOM happens offline
  2. 66% of WOM is truly positive, only 8% truly negative

The study seems to validate my gut feelings that social media is overrated as a means for customers to talk about your company. Still, it remains a valid channel for them to talk to your company, or just listen to what you have to say.

Less intuitive is the fact that good news spread far better than bad news, but that’s the good news.

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