Word-of-mouth (WOM) refers to the organic sharing of opinions, recommendations, and experiences between people about a product, service, or brand. It’s one of the most powerful and trusted forms of marketing, as people tend to believe referrals from peers more than from companies.

In sales and marketing, WOM can happen through:

• Casual conversations
• Online reviews or testimonials
• Social media mentions
• Referral programs

WOM is often driven by exceptional product experiences, strong customer support, and memorable brand interactions. While it can't be controlled directly, it can be influenced through customer advocacy and loyalty-building strategies.