What is The Most Powerful Promotion?

Swimming in the service industry has led me to a clear conclusion about effective promotion strategies. Today, we are surrounded by countless digital ads on our devices. With so many options like hotels, hospitals, and restaurants, how do you pick the right one? The answer is simple: Word of Mouth (WOM). In this digital age, finding recommendations is easy through online reviews and feedback. Many brands use influencers and celebrities to gain visibility and attract their fans. However, the most trustworthy WOM comes from people you know, like friends and family. This kind of recommendation is particularly important when seeking medical services, where reliable expertise is essential for your wellbeing.

Now.. From the service provider’s POV (point of view), how can we get good word of mouth? The only way is to deliver an excellent service. Yes, you can just make an outstanding advertisement or marketing campaign, but if, in reality, your quality of service is just so-so or even under expectation, eventually people will walk away. While by delivering good service, it will organically attract more and more customers through a good WOM, good reputation.

The important point in this sharing, is.. before you promote your business to the community or public, you need to make sure the product you are selling is a good product. If it is an intangible product, make sure the service delivery is seamless, simple, and gives the customer a good experience. After all, the WOM we’re aiming at, is the good one, not a complaint that will drive people away from our business. How do we make sure we’re delivering a good service? These are 3 steps to follow:

1. Internal Marketing

You can call this phase the cooking process. Before serving customers, you need to train your employees in product knowledge. What services do you provide? The corporate culture should also include communication style and employee uniforms. This process isn’t just for the start of the business; it should be ongoing, especially with new products, new employees, or other changes.

2. Good system / seamless customer flow

A seamless customer experience is convenient, making it easy and comfortable for people. This encourages them to become repeat customers instead of dealing with a complicated and confusing system.

3. Customer feedback

Always assess customer satisfaction by creating a feedback card or digital survey. It’s better to receive complaints directly than to see them on public review sites. Most importantly, follow up and make improvements. By following these three steps, you can achieve favorable word of mouth and help your business thrive.