WOM refers to the process where customers share opinions, experiences, or recommendations about a product or service with others. It is one of the most powerful forms of marketing because it is based on trust and personal experience. Positive WOM can significantly increase brand awareness and sales. It can occur offline or through social media and online reviews. Businesses often encourage WOM through referral programs and excellent customer service.
Aspect
Example
Term
WOM (Word Of Mouth)
Meaning
People sharing their experiences or recommendations about a product, service, or brand with others
Example Business
A customer recommends a restaurant to friends after having a great experience
Customer Action
Shares a review, tells friends, or posts a recommendation online
Result
New customers discover the brand through personal recommendations
Scenario
WOM Example
Smartphone Purchase
A friend recommends a phone because they are satisfied with its performance
Restaurant
A customer tells others about excellent food and service
Online Shopping
Buyers leave positive reviews that influence new customers