We sometimes think of customer satisfaction and dissatisfaction as two sides of the same coin. If a certain feature is present – say, courteous service – customers leave satisfied; if that same feature is absent, customers leave dissatisfied. So, to have happy customers, all we need to do is keep improving on that feature. … Continue reading Level vs source of customer (dis)satisfaction
Market research recently published by Globalwebindex shows that Huawei customers were the most likely, among technology users, to recommend the brand to others. Should competitors like Samsung or Apple worry? No. And why not? Because when it comes to the impact of word of mouth on consumer behaviour volume of word mouth … Continue reading Huawei customers more likely to endorse the brand than Apple ones. So what?
There are two sources of social influence that can shape consumer purchases: Overall popularity of the product, as evidenced by indicators such as best-selling lists or online ratings, which aggregate the choices or opinions of previous buyers in the system. Popularity of the product within the buyer’s social circle. This can be evidenced by people … Continue reading Popular choice vs friends’ recommendations – which is most influential?
There are two topics of conversation that you are sure to encounter at one point or another, during Christmas season, in the UK. One, is the likelihood of a white Christmas (spoiler alert: very unlikely!). The other is the various Christmas adverts put up by the major brands. As I write, Allegro’s Polish grandpa … Continue reading Christmas adverts’ buzz – How does it help brands?
While we tend to discuss word of mouth in terms of traditional (i.e., face to face) vs. electronic, this paper by Thorsten Hennig-Thurau, Caroline Wiertz and Fabian Feldhaus indicates that this separation is two simplistic. The paper looks at the impact of Twitter conversations on the performance of new movies. It finds that customers … Continue reading Twitter conversations have the credibility of friends’ recommendations and the impact of online reviews
This post reports on research looking at the impact of blogs and magazine articles on consumers’ attitude towards a brand, and on their intentions to purchase. Sometimes you choose a topic to write about. Other times, though, it really feels like it is the topic that chooses you. That’s what happened this time. I was … Continue reading Effect of blog articles on attitude and intention to purchase