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Wednesday, September 14, 2011

The bad news: It's easier for consumers to be influenced by bad news

Most of us have long suspected this to be true, but yesterday’s Research Brief provides some empirical evidence about the idea that it’s easier for consumer to be influenced by bad word-of-mouth than good.  The data comes from Cone Research, and focuses on opinions delivered/received online.  Click here to see the story.

Implications:   Among all the other issues that are changing in business these days, we are reminded that technology is not the lease.  Your business does not just reach and serve YOUR audience… it can reach THEIR audience (your customer’s FB, Twitter or blog followers). 

When focusing on matters of customer satisfaction in your place of business, remember that many consumers are packing cell phones (aka “cameras”), and can Tweet, Facebook, Youtube or Flickr… on-the-spot and at any given moment.

Mike Anderson, for the Elm Street Economics consumer trends blog. A service of The Center for Sales Strategy, Inc.

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