Service Excellence and Consumer Engagement
The way people share their opinions and experiences about products and services has evolved significantly over time. This chapter takes a look at the key milestones in the history of reviews, from the early days of word of mouth (WOM) to the dynamic world of digital reviews and beyond.
From WOM to EWOM
It will have become apparent from the previous chapter that online reviews have changed our marketing landscape dramatically. Online review platforms have given consumers a voice to collaboratively share their experiences and make more informed decisions in less time by learning from the experiences of others. We have to accept that this voice is more powerful than ever before ...
Get The Good, The Bad, and The Emoji now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
