all purchasing decisions is word-of-mouth marketing (WOMM). This is especially true for consumers who are buying a particularly expensive product or a product for the first time. In both cases, consumers typically deliberate longer; they conduct more research and seek out trustworthy opinions and information.Consumers don’t generally talk about how a product makes them feel.Knowing the impact of WOMM, many marketers have turned to online forums, especially social media platforms, to springboard their messages.The main distinguishing factor between the two is response time. People communicating face to face or over the phone feel the need to respond immediately. But people online have time to deliberate over a response. Or, they may even choose not to respond at all.And in fact, it is this ability to ignore a comment without causing offence that is crucial.