Back in the day, in the early 1900s, to be exact, Harry Gordon Selfridge of Selfridges & Co. in London is believed to have coined the phrase, “the customer is always right.” Harry was a trailblazer in the retail industry—his vision was to make shopping fun, transforming it into an experience. His department store became …
Left-Footed Dinosaurs In the early days, when companies were responding to customer complaints, whether on social media or product review channels, they would always take the high-road. This often made them sound out-of-touch, and awkward. Responses like, “hey Jim, sorry you didn’t like our product. Please call our 800 number and we will listen closely.” …
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 say that product reviews have been a game changer in the consumer age. With reviews, consumers have the power to read the post-purchase experience of …
Examples, Best Practices for Responding to Negative Reviews on Amazon & Beyond Read More »
Haters Gonna Hate (but some people have genuine problems with your product, and then your brand.) Haters. Even the best brands in the world have them. Take Apple for example. For all the love and brand loyalty built over the years, some consumers simply choose to go the alternate route. To not be one of …
The Worst Kind of One Star Product Review You Can Get Read More »
After much research Channel Signal has come to the conclusion that, 5% of buyers generally write product reviews. Now, this percentage varies widely and depends on price and momentum (either positive or negative). But, again, across all products that number lands at 5%. Now if 5% of buyers write the reviews and 90% of consumers …
Like every year, U.S. retail sales are predicted to spike as we enter the fourth quarter. Over the last five calendar years, sales in the 4th quarter have gone up an average of 5.9% compared to Q3. Last year that was to the tune of 1.25 trillion dollars. As usual, marketing and advertising budgets are ramping up as brands lead …
This Metric Will Tell you Why Q4 Sales Revenue is Up or Down Read More »
As a 240 year old company, you can imagine Birkenstock has had to overcome a gamut of issues in its lifetime. In today’s changing face of global e-commerce, Birkenstock has been presented with a new challenge for the ages. To stay relevant with sites like Alibaba and Rakuten, Amazon is now allowing Chinese manufacturers to sell directly …
Birkenstock Leaves Amazon & Early Signs of Counterfeit Products Read More »
No matter where Americans make their purchases—online, mobile, or retail stores—product reviews are the common denominator. 90% of shoppers use them in their decision-making process. With something so powerful influencing sales, what are brands missing when they don’t measure reviews about their products?
It’s clear that consumer generated product reviews are getting more attention by consumers and the brands they write about. And yes, reviews are now considered a key metric when a company needs to determine product performance. In this video, we address how to make product reviews actionable, what to do with good reviews and what to …
What do Brands do with Online Product Reviews? [VIDEO] Read More »
