Experiential
Experiential word of mouth is the most common and powerful form, typically accounting
for 50 to 80 percent of word-of-mouth activity in any given product category. It results
from a consumer’s direct experience with a product or service, largely when that
experience deviates from what’s expected. (Consumers rarely complain about or praise a
company when they receive what they expect.) Complaints when airlines lose luggage are
a classic example of experiential word of mouth, which adversely affects brand sentiment
and, ultimately, equity, reducing both receptiveness to traditional marketing and the effect
of positive word of mouth from other sources. Positive word of mouth, on the other hand,
can generate a tailwind for a product or service.