The report illustrates the four steps of the word of mouth process:
- Awareness - SPIs are 61 percent more likely to learn about products or services through product reviews and 65 percent more likely to visit manufacturer or brand websites.
- Research - SPIs are 76 percent more likely to request information from store employees and 65 percent more likely to read offline reviews.
- Personal experience - SPIs are relatively easy to reach and influence.
- Recommendation - SPIs are 88 percent more likely to share information at a meeting, 81 percent more likely to email information, 76 percent more likely to call with information,
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