'Word of Mouth' is a very powerful sales and marketing tool for an organization with its ability to either promote or negate significant facets of the marketing campaigns that you are running. Research has shown that every time a potential Customer hears a negative comment about a product or service from a trusted friend or colleague it takes 5 new advertisements to overcome the impact of the negative comment, pushing up the cost of new Customer acquisition significantly.
Unchecked negative 'Word of Mouth' will grow your Customer Experience Iceberg increasing the chances of your business ending up with a fate like the titanic!