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. Continue reading “How Online Reviews Can Make or Break Your Business”
Derogatory Yelp reviews having impact on neighbourhoods
A study from the City of New York University has looked at more than 7,000 Yelp restaurant reviews with some shocking results. Sharon Zukin, the sociologist behind the study, and her team have noticed some racist leanings in a number of reviews. In their findings, published on the Journal of Consumer Culture website:
Pejorative terms used in restaurant reviews;
Some restaurant reviews welcoming gentrification;
Fears over trendier outlets elbowing out traditional eateries in their neighbourhood.