I recently saw an article by Fiona Smith on ‘6 ways to boost your word-of-mouth’. The title in itself grabbed me – why? Because when we ask business leaders the key question ‘How do your customers find you?’ and they don’t know the answer, they always say ‘word-of-mouth’.
I know they are trying to dodge the question, or if they are not dodging the question they typically don’t have the data to back up the answers to the next two questions:
• Who are your best referrers?
• How much business did they introduce to you last year?