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20 most common mistakes in word of mouth referral marketing

20 most common mistakes in word of mouth referral marketing

With 24 successful years in referral marketing, Managing Director of Goldnet Referral Marketing Ltd, Vince Golder, states the most common mistakes businesses make that reduces the potential in their word of mouth referrals

1. Having no strategy to maximise word of mouth referrals

2. No official customer care and communication programme

3. No customer appreciation, respect or “Referral Mind Set” from staff and management

4. No monitoring of staff on customer care

5. Customers are taken for granted

6. Customers do not know or briefed on benefits and value supplier provides

7. Supplier provides minimal benefit and value

8. Customer complaints and issues unresolved to their satisfaction

9. No official customer care, referral, complaints policies etc.

10. No staff training on customer facing skills

11. No guarantees offered

12. No referral marketing plan and little or no budget allocated on customers

13. Businesses continue to spend a great deal of money on chasing new sales from cold prospects, rather than conducting a low cost referral programme with their own customers

14. No credible testimonials and case studies

15. Little or no referral strategies used

16. Little or no customer and staff incentives offered

17. Little or no Database Marketing and Customer Relationship Management System (CRM)

18. Conducting nil / few customer information / satisfaction surveys

19. No customer loyalty programme

20. No alliances or joint ventures

For details of Vince’s new ebook “The Power of Referral Marketing” go to

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