Customer experience key to viral marketing

Tumber, Raj
March 2015
Las Vegas Business Press (10712186);3/9/2015, Vol. 32 Issue 10, pP8
The article discusses the importance of customer engagement in viral marketing. It notes the three phases of word-of-mouth marketing in the Internet age which involves the real world, social media, and websites. It cites the key elements of an effective viral marketing strategy including positive first impressions and experiences of customers, encouraging customers to share their experiences through social media or the business website, and monitoring negative customer commentary.


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