Why online reviews have shifted the balance of consumer power
Everybody knows this well worn rule:
- The Customer is always right;
- If the Customer is wrong, please refer to Rule 1.
Whether in the queue at your favourite sandwich shop or on a certain multinational online bookshop, the maxim rings true to this day. The most tacit form can be seen in online reviews. Some of which may be truthful; others could be spiteful critique, designed to belittle rival businesses. Truthful or otherwise, the purchaser is swayed by the reviews; especially if the reviewer gives a star rating for their product or service. Read more »