Word of mouth is all about enticing your customers to recommend others for your business effectively and widely without making a favor of you and that go on repeat buying process. It is the way your customers get motivated by your product or service and circulate your positive message knowingly unknowingly to others. As a marketer or a businessman you try to persuade your clients often for endorsement of your product or service and put weight on their recommendation that carry the trust and respect you have with your product and the person. No doubt the ultimate customers could be the best strength of recommendation than your sales person, solicitor or your consultant.
The other side;
But in reality you don’t know much about what actually your clients really think about you because most of the time people fail to measure customer reaction and fail to recognize how their clients actually see their company and service, they fail to identify the defects and understanding clearly the attitude of customers, and because of an attitude of indifference toward the customer by either the owner, manager, or your staff the customers leave a company and few of them start spreading bad mouth of your company or service which is darker side of word of mouth phenomenon. Also regardless to say due to maturing of Internet and mass easy participation through blogging and social networking the bad mouth spread faster from possibility to reality and your competitor start taking advantage of this. So it is crucial to identify the Heckler in advance those try to find an opportunity to hamper your success through negative voice.
Few people among them are more interested in publicly criticizing a company that hold good brand, these people may be your former employee those you have fired and sacked, they can go at any level to reveal your sensitive internal and damaging information and business secret in public. Few people might be your competitor who can try to engage some person to opt your free service or use your product pretending being your clients and by getting back support from these competitors these heckler will try out to create issue and spread bad mouth. In point of above it is necessary for any firm to put a proactive approach in building relationship on the basis of credibility and familiarity with their clients & colleagues and work in harmony by maintaining all level of disciplines and also they should prepared with detail fact to combat any such series of attack to protest any issue through media coverage.
