How Do I Get More Word-of-Mouth Customers Online?

Why digital word-of-mouth is today’s most powerful growth engine

Ask any Auckland business owner what brings in the best customers, and they’ll usually say: “referrals.” A recommendation from a trusted friend beats any ad.

But here’s the problem: word-of-mouth is now happening online. Reviews, social posts, and Google ratings are the new referrals. If you’re not actively building digital word-of-mouth, you’re missing the modern version of your best growth channel.

Collect reviews at the right moment

The mistake many SMEs make is asking for reviews too late — weeks after the job, when the excitement has faded.

Instead:

• Ask right after a positive experience (e.g., when a client thanks you).

• Make it easy: send a direct Google review link.

• Add a personal touch: “Your feedback really helps us grow.”

Happy customers want to help — they just need a simple path.

Turn testimonials into marketing assets

Word-of-mouth isn’t just stars on Google. It’s stories. Share them.

• Short testimonial videos from clients.

• Before-and-after photos (furniture, renovations, beauty).

• Case studies showing the journey and results.

One authentic story is worth more than ten polished ads.

Encourage user-generated content

Your customers are already taking photos, tagging locations, and sharing their experiences. Make it easy and rewarding for them to talk about you.

• Create a branded hashtag.

• Feature customer photos on your socials.

• Thank people publicly when they tag you.

People love being recognised — and it spreads your reputation organically.

Build consistency across platforms

If someone hears about you from a friend, then Googles you and finds inconsistent or outdated info, trust cracks. Digital word-of-mouth depends on:

• Accurate hours, phone numbers, and locations.

• A professional but personal online presence.

• Consistent branding that matches what people heard offline.

Reputation is fragile — protect it everywhere.

Reward referrals without being transactional

Simon Squibb often says “give before you get.” You can thank customers who refer you without turning it into a bribe.

• Send a handwritten thank-you note.

• Give small perks (discounts, free extras) for repeat referrers.

• Highlight them in your content (“Thanks to Sarah for recommending us!”).

Gratitude fuels more referrals.

FAQs Auckland Business Owners Ask About Word-of-Mouth

Q: Do reviews really affect sales that much?A: Yes — in many industries, reviews are the #1 deciding factor.

Q: What if I get a bad review?A: Reply calmly, address the concern, and show future clients you care.

Q: How do I encourage referrals without sounding desperate?A: Make it about gratitude, not transactions.

Q: Is social media word-of-mouth real?A: Absolutely — people trust posts from friends more than ads.

Q: How many reviews do I need?A: Aim for at least 20–30 on Google — enough to look credible at a glance.

Closing thought

Word-of-mouth isn’t dead — it’s just moved online. By collecting reviews, sharing testimonials, encouraging user content, and showing gratitude, you can turn everyday customers into your most powerful marketing channel.

Ready to turn word-of-mouth into online growth?

Want help setting up systems to collect reviews, showcase stories, and grow referrals digitally? Book a free consultation with EDT Studio today — and let’s put your reputation to work 24/7.