Complainer Trainer

1. Select the correct option
What is Word Of Mouth?

2. Select ALL true options

Word of Mouth is generated from the costumer's experience with the product/service

Most people tend to prefer ads over personal recommendations from friends

All Word Of Mouth is benefitial for a business.

There are no ways for business to instigate Positive Word Of Mouth

Negative Word of Mouth happens when a lot of clients voice and share similar complaints

3. Select the ONLY true option in each group
To help generate PWOM you can...

Give out free samples and paying costumers to talk about your product

Attempt to remove any critiques posted online about your product so that no one sees them

Offer a good product and heavily advertise your product to raise exposure

Address costumer complaints, offer a good product and make it easy for people to try out the product

NWOM...

... always offsets PWOM

... is generated when a client personally experiences dissatisfaction

... is always specific to a single client's experience and never adhere to a specific pattern

... cannot be minimized or solved

4. Classify each of the following sentences as PWOM or NWOM
"You should totally try out this game! It's super fun and I'm sure you'll like it friend!" "Last night I went to this restaurant and had to wait 2 hours for my food! And it wasn't even that tasty!" "Be careful about that website. I ordered something from there and it never showed up. They eventually refunded my money, but their costumer service was dreadful. I had to wait weeks for each e-mail reply!" "Last time I came here they brought me food I didn't order. They were very apologetic, however, and quickly corrected this mistake. At the end they even threw in a small discount as an apologee!"

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PWOM vs NWOM - Exercises

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PWOM vs NWOM

Supplementary Materials

9 Ways to Create Positive Word of Mouth Advertising

Word of Mouth Communication As Negative Information

How Damaging is Negative Word of Mouth?

How word of mouth really works

Why Word-of-Mouth is the Best Marketing Promotion

The Strength Of Electronic Word-Of-Mouth explained