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Marketers looking to spur brand advocacy among women—or those worried about the possibility of negative brand buzz facilitated by social media—have another piece of evidence that good experiences are a key motivator of brand discussions.
A survey of online women in North America by female-focused marketing and communications firm Harbinger found that 92% of them turn to friends and family for product information, making word-of-mouth their top source. They consider it important to seek and share information on a variety of product categories, with appliances, restaurants, automobiles and entertainment leading the list.
In the food and beverage category, which more than two-thirds of female internet users said they were likely to share information about, 58% said they would do so because of a good experience. A bad experience would motivate 46% of respondents to speak up.
Experiences with appliances—which 80% of women surveyed said they would spread the word about—were even stronger motivators. Four in five respondents reported they would share good experiences with others, while just under three-quarters said the same of bad experiences.
In every product category studied, sharing good experiences, and often a desire to help other consumers make smart purchases, came ahead of sharing bad experiences as a word-of-mouth generator. A truly negative brand experience may still garner negative buzz online or offline, but the women surveyed were more inspired by the positive.
And despite the popularity of social media among women—and marketers' propensity to target them there and turn them into online brand advocates—those studied preferred to share information with friends and family face-to-face (92%). They were also more likely to share info in person with strangers or acquaintances (36%) than via a website (32%) or social networking site (27%).
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Check out today’s other article, "How to Socialize Customer Reviews."
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