Summary: The Importance Of Word Of Mouth In Effective Communication

First, the guests will have a higher satisfaction leading to positive word-of-mouth. For example, Hotel Equatorial have a marketing team whereby they understand the hotel very well from the hotel mission, vision, goal to the products or services offer to the customers. Hence, marketers would able to explain well and with confident to the customers. Thus, it would able to attract customers as customers will feel more confident with the hotel services. When customers feel comfortable and confident with their services, they will continue come to hotel for next time tourism or trip and recommend it to their family and friends. Indirectly, Equatorial Hotel have free promotion from their customers to their family and friends as word-of-mouth are

Communicative communication is needed in building a good relationship between individuals within families and communities. Similarly, in every organization, that communication is very important as an effective tool in promoting and developing the organizations concerned. In the organization communication includes downward to upward communication. These able the hotel to have better management that leads to customer satisfaction

Word -of-mouth is an important organizational relationship with organizations outside of himself. Besides, the communication through word of mouth will be more effective to establish a good bond with the organization because it will be able to build a strong emotional bond. The word-of-mouth is an effective method of promotion due to it is generally delivered from consumers by consumers and for consumers, so consumers or customers can be satisfied to media advertising for the company. In addition, a positive word-of-mouth will increase the sales of the

Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses.

Moreover, customer satisfaction can differentiate the services of Hotel Equatorial with others. Hotel industry is having a high competitive market. For example, at Melaka there are several hotels such as Ramada, 906, Swiss-Garden Hotel & Residences Malacca, Hatten Hotel and so on. Customer satisfaction will be the key element of a business strategy. Hotels who offer amazing customer experiences create environments where satisfaction is high and will get more customers.

A good customer satisfaction will reduce the negative word-of-mouth. It will happen because customers are unhappy with the services. The hotel will loss of support from the customers. It will risk the hotel from maintaining the relationships and the reputation. For instance, customers will stop coming to the hotel. The customers and their friends as well as relatives will blacklisted the hotel after one of them received bad services. This will increase the expenses of the hotel due to not making any