Word of mouth in 2020 is an illusion. Rarely will you have a business card or referral call because they have a phone number. Word of mouth is a rich online presence where that person can find you. Referrals research even though they may have heard of you from a trusted friend or family member. Consistency is key. New customers want the same experience Google asks you for trust and relevancy. Are you relevant to their need and is your reviews current and your sentiment score high? These factors are the key to acquisition of new clients.