Word of mouth
Word of mouth marketing today is both online and through face-to-face interaction. The Ehrenberg-Bass Institute for Marketing Science has shown that to achieve growth, brands must create word of mouth beyond core fan groups—meaning marketers should not focus solely on communities such as Facebook. According to Deloitte, further research has shown that 'most advocacy takes place offline'—instead it happens in person. According to the "Journal of Advertising Research", 75% of all consumer conversations about brands happen face-to-face, 15% happen over the phone and just 10% online. On the other hand, some see social media interaction as being inextricably tied to word of mouth marketing. In 2003, Fred Reichheld implemented the strategy of word-of-mouth marketing by introducing Net Promoter Score, which analyzes the number of "Promoters" a brand has, who recommend the brand to other people they know through such marketing tactic.