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Ed Rosenbaum
CEO, The Customer Service RainmakerRainmaker Solutions
BrainTrust Query: Consumers Trust Strangers Over Store Associates
February 6, 2012
FROM RETAILWIRE:
A survey late last year by Cisco Systems asked 1,000 U.S. consumers to rank their top three influencers in the buying process and who helped them buy. Sixty-eight percent said online reviews were one of their top three influencers whereas only 13 percent indicated store associates. Are online reviews undermining consumers' trust in store associates?
[more...]
It is my opinion that a positive online review has more influence than a negative review. The negative review is in many ways "sour grapes" rather than an actual critique. So I tend not to put much credibility in them. I do, on the other hand, listen to a positive review.
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