Advantage of WOM

 Free-of-Cost Advertising.
 92% of consumers trust recommendations from their friends &
Family over the paid marketing (Nielsen)

 Develop Brand Loyalty.

Over 70% of the consumers mention that word of mouth influences
their buying decisions (Ogilvy Cannes Study)

 
Advantage of WOM
   Increase Your Conversions & Sales
Word-of-mouth generates two times more sales over
Paid ads

 Build Brand’s Social Proof

When customers become your brand advocates, they will help
you build trustworthiness, reliability, proof of authenticity, and
credibility for your brand.
Disadvantage
 Angry customers
These reviews are from your real customers who have real complaints. Something went
wrong, and you have an opportunity to fix it– and to earn fans. If you can make these angry
customers happy again, you can earn back the word of mouth you want. Don’t ignore this
legitimate feedback. Instead, act quickly, apologize, find a way to make it right, and do it all
publicly. 
 Malicious attacks
These types of reviews are nasty, mean, and usually false. They’re
from people who like to fight, people who work for your competitors,
or people who just want attention. They’re called trolls, and they feed
off of your responses. The more you respond, the more power you give
to their attack.
 Off-target customers
Disadvantage
 Off-target customers
Sometimes negative feedback will come from someone who
isn’t your target audience. For example, if an expert yogi thought
your beginner’s yoga class was too easy, their bad review isn’t
helpful to you or anyone else. It’s not your fault if they made a
bad choice or if your stuff isn’t right for them, but that doesn’t
mean you should ignore these types of comments. Try to respond
in a way that understands their complaint but also gently
explains who your stuff is designed for.