Word of Mouth, Social Media & All That Buzz

What can you learn about WOM and  social networking, and the power of word-of-mouth women from a battle with cancer? A lot , as I have learned first hand these last 5 months.

Many of you may be wondering why I have taken a hiatus from WOM-talk. During this time I have been a primary support to a friend as she fights for her life in a battle with cancer. Her daily treatment schedule  gave me the gift of time - time to read, listen and observe. Something we WOM marketers are always telling our clients to do , but something that in the day-to-day activities we often don't do.

The support I have been providing has given me a first hand examples of many key WOM principles.
Below are just a few of the many lessons I have watched unfold.
1. The power of word of mouth and 'buzz'. Upon my friends diagnosis, no less than 35 people were notified, and brought together under a 'social net' called Caring Bridge - a social family and friends network which became the vehicle for daily updates on my friends condition.
2. The power of reviews and recommendations - this 35 woman network spread the word to their friends, asking for recommendations for doctors, facilities and more. The names and experiences began to pour in and through peer consensus, a physician recommendation was given...ditto for the oncologist, the radiologist and now, support and counselors and program.
3. The power of chat, forums and blogs - while this network can provide a lot of help and recommendations, we were not able to truly relate to what my friends was going through. The power and support of patient peer chats, forums and blogs have been a virtual lifeline to my friend, at all hours of the day and night. The health care niche sites that provide this type of community is truly staggering and a very big reminder of the need to connect with those that have a like interest and need.
4. The Desire for Transparency - with cancer comes treatment - often with very powerful and dangerous drugs. In the past, one's doctors recommendation was a given - not today - my newly empowered e-patient friend and her female research 'network'  pulled and read patient drug clinical trials,  patient written side affect and treatment stories - the end result of all this honest input was the co-creation in her treatment plan with her doctor. With sites such as Patients Like Me  and others - health care will never be the same.

I could go on and one, but suffice it to say, true WOM lessons are all around us if we just listen and observe. They exist in the everyday needs of people like you and me. These lessons show us what our product and services weaknesses are and provide us solutions if we just want to take the time to observe.