After 15 years as an entrepreneur in the retail and consumer goods industry, Paul Kirwin, founder and CEO of Channel Signal, writes his first book about why consumer reviews matter in…
Businesses that Consumers Have Taken Down: • Taxi Business with Uber and Lyft • Hotels with AirBnB and VRBO • Cable with Netflix, Hulu, Amazon • Large Retail Boxes with…
To say that product reviews have changed the way people shop is the understatement of the decade. Although word of mouth has always been the most trusted source of product…
News Flash: There are Fake Reviews Out There. In 2016, Amazon made a big push to remove incentivized reviews from its platform. What it actually succeeded at doing is driving…
In a number of different conversations recently, I’ve heard people state their belief that reviews are polarized, meaning they’re either glowing or bashing, with little in between. Then came this…
Kristin Carpenter-Ogden is the CEO and Founder of Verde Brand Communications, an award-winning communications and strategy firm with nearly 20 years of expertise. Kristin and Channel Signal CEO Paul Kirwin…
A lot of information is at the fingertips of consumers, and product reviews are one of the most useful tools in the consumer toolbox. We go so far as to…
Companies spend millions of dollars on Voice of the Customer (VOC) tools. The goal? Understand their customers and prospects in order to improve products, customer service, messaging and marketing. These tools…
Traditional VoC programs help brands measure their audience through surveys, interviews and focus groups. Today, it also includes measurement of social media and product reviews. The product reviews segment of…
In some companies, the CEO may feel the furthest away from the buyer, save for some distant investor or board member. But in the consumer age, it’s more important than…
Beauty comes in all shapes and sizes, but do customers wish to be reminded of their differences? Dove’s limited edition collection of body wash bottles in the shape of different…
Is it a good idea to respond to negative product reviews? The answer depends on many factors. Before deciding on a company policy around review responses, you first have to determine…
