Word of mouth marketing is important to any business and the internet increases that importance tenfold. Internet visitors will buy from you if they can verify your credibility first. Web visitors want to see your professional memberships and certifications. They want to read testimonials and most important right now they want to read positive reviews.
The best possible referral you can receive comes from social networks. 98% of people do not trust adverts but 100% of people will trust a recommendation from a friend or acquaintance online. You need to know what people are saying about your business online and you need to respond to their comments to gain their loyalty.