Did you know that 83 percent of Americans say that a word of mouth recommendation from a friend or family member makes them more likely to buy a product? Whether we like it or not, word of mouth is still a major factor in influencing customers’ decisions.

No matter how good your website, Facebook ads, or videos are, if a consumer hears a bad report about your business from a friend or family member, that will be more persuasive than any content you produce.

This helpful infographic shows why word of mouth matters.

As marketers, we may not be able to directly control what people are saying about our business, but we can ensure that we provide the best customer service possible. That way, when people are telling their friends about our business, it is much more likely to be good than bad.