Word Of Mouth Visualized

As it says visually, we have three potential scenarios. Promoters, passives and detractors.

• Passives :who have mediocre experiences don't talk about them and so there is no conversation around the subject (this is where most word of mouth marketing initiatives fail).
• Promoters have a good experience and tell people about it,
• Detractors who have a bad experience with something tell even more people about it.

Word of mouth isn't always positive, it's often negative and that's where there's opportunities to engage detractors, change opinions and improve products and services.