Online Peer Reviews : An Overwhelming Effect On Modern Consumer Behavior Essay

Have you ever went to a grocery store or a retail shop and received bad services? Did you want to go back to the store after they treated you so poorly? One thing I have learned from working in a grocery store is that no business can be successful without the support of their customers. In this paper, I will be comparing and contrasting two major companies, Hot Topic and Nike. By comparing these two successful companies, I will prove that companies have no chance of success unless they take care of their customers. I will compare their missions and history. These comparisons will prove that good customer care is the key to any company's success.

According to a recent “Purchaser Influence Survey” by EXPO provided to eMarketer, over 92% of U.S. mom internet users trust peer review more than manufacture’s brand information. This is an example of new media, If you are new to this field of study as I am, you may not fully understand what this means. The internet and its technologies have led us into a new direction of self expression.

The experiment uses a hair salon sample survey to gain a deeper understanding of customer service. A thorough interpretation of the data set separating close and distant relationships provides insight into the problem of customer dissatisfaction in regards to employer/consumer relationships. The data is organized into several columns and separated by response. Respondents who are close are identified as “1”, while respondents who are distant are represented with “-1”. There are ratings from one to seven based on the following factors: “consider new”, “cut again”, “remain loyal”, “recommend”, “straightforward”, “open”, “don't want to know”, “wants feedback”, “honest”, “truthful”, “can’t tell”, “needs repair”, “fix relationship”, “guilty”,

Technology expanded the offerings and choices of products and services in a highly completive global market. An array of customer choice permeates the marketplace and decisions about those choices stand increasingly influenced by social networks’ shared information about products and services (Berman, 2012). Consumers tend to go off the information they uncover through their own research and take the advice of their personal and social networks over the efforts of traditional marketing (Berman, 2012). In addition, online communities and social networks where consumers can share good and bad information about their experiences with products and

Learning Team A reviewed 15 articles to ensure their research supported the team’s research questions and hypothesis. Team A’s research question is, “What services and merchandise should Company X improve and which one should they change”. Team A focused their research on product quality, customer service and satisfaction, customer loyalty, costs and why consumers switch service providers.

This report examines why customers prefer to use self-service rather than calling in to speak with a live customer representative. The reasons being are self-service is more efficient and gives the customer control of the situation. Furthermore, some service leaders believe that their customers prefer calling rather than self-service. That is true to some extent as customers are forced to call because there is no self-service option or the self-service option available is not simple to use. “It turns out that most customers don 't just like self-service—surprisingly often, we go out of our way to self-serve. How customers want to be served, and how they want to engage with companies, has changed considerably in the past decade,” writes Dixon, Toman & Delisi (2013, p. 12).

A good customer service is an outstanding dynamic performance, which takes care of customer by all means. It provides a professional assistance followed by a high level of skills and communication. New Zealand’s customer service is growing rapidly in providing a better service for its customer.This service sector is a motivating force towards NZ economic growth, which indicates the links to all business sectors and involves all New Zealanders in every aspect of trade. New Zealand Productivity Commission 2014 (NZPC) reports, the effectiveness of customer service and business in general has made a major positive change in NZ. The recent economic growth in NZ is twice as high in comparison to the last four decades. The statistic shows NZ service sector likely to be nearly at the same level as Australia while the United States is slightly over 3 times higher than NZ. Therefore, it is highly important to maintain three factors in Customer service and create a connecting chain with other business sectors in order to raise the economy of NZ even higher. For example, the main feature of CS to accommodate its customer and to have a long term relationship by treating customer with care and appreciate their support. A professional customer service will concern and provide a good quality of service, the right timing and value for their products. Hence, to insure and secure its function by offering a wonderful service. In addition, to increase the use of the service as demanded by its

     Upon first glance, the book looks overly simplified. I discovered, however, that it is well written, and makes its points clearly without unnecessarily delving into complicated theories. This book encourages readers to see customer service from a different perspective: you are not performing solely for the customer or the

Weak customer service causes customers to flee to competitors, who are having better customer service and hurts the reputation of Mars, Incorporated. Customer service is important for a company to represent the company to response to the customers when customers are having any problems or questions. Besides that, customer service plays an important role in a firm to generate more income and revenue. Good customer service can change the entire perception of customers hold towards the firm. The quality of customer service of a company will affect the reputation of a company. In this sense, Mars, Incorporated may spend more money in training employees to improve their customer service

Nowadays, the customer service is extremely perspective and could be a great way to stand out against the background of your customers. Perhaps this is one of the advantages of small enterprises ,because anyone, who emphasizes on customer service will be able to compete with large companies that, in turn, offer a diverse range of products, lower prices and other prerogatives that others can not afford. But many small enterprises still inferior in quality customer service. So, there is a logical question - why? Analyzing this issue more deeply, I can clearly establish that the main reason is their incompetence. Scientific evidences prove that small enterprises lack of, at least, one of the main aspects and those aspects are : value, customer and cost. In order to improve customer service at the highest level, at first, we must carry out numerous social surveys, and “walk hand in hand” with modern technology. A good advice for successful businessmen will be to compare the competitiveness and the ability to put yourself in the consumer shoes and thus learn about his needs. Equally important method of improving the customer service is the consistent implementation of new technologies, strategies and exchange of experiences with other people in customer service, especially in leading and successful companies such as: Disney, McDonnalds, Ford. Issues in the customer service area are particularly relevant nowadays as any business rests on the relationship between people. Perhaps

Great customer service is a quality every business should hold high standards upon. Restaurants for example should have hosts waiting for guests to arrive at the door so they can be greeted and then seated in a timely manner. Also have servers bring silverware to the table, take correct orders and continue to take care of the diners until they leave. A business with excellent customer service will most likely get repeat business whereas poor customer service leads to losing their business. The purpose of this paper is to demonstrate how the level of customer service given throughout the customer’s experience will affect their returning to the business.

The digitalization of on line customer review has created both new possibilities and challenges for marketers: 1) with the low cost of access and information exchange, on line customer review can appear in an unprecedented large scale, potentially creating new dynamics in the market; 2) though broader in scope, the technology allows for greater control over format and communication types; and 3) new problems may arise given the anonymity of communicators, potentially leading to intentionally misleading and out-of context messages Per (Dellarocas 2003).

Online consumer review websites provide more information to consumers than was previously thought to be cost-effective. By relying on user-generated content, Yelp! is able to review more products than traditional media such as newspaper reviews. A study by Michael Luca, a professor at Harvard Business

This main purpose of this paper is to tell the main problems a company may has on the customer services, it point out that many companies may issue on dealing with customers feedbacks thus it lead enterprise loss their market share because of bad performance on customer services and they may give the bad comments on company’s products and services. Therefore, they need to establish a system

The matter of which a business’s implements customer service has much more effect on the bottom-line that one may think. According to Johnson (2015) a Harvard Business Review study recently quantified the value of the customer experience, demonstrating that delivering excellent support generates high returns. With that being said staff need to be adequately trained on quickly resolving customer problems that may arise. Staff also needs to be made aware of exactly how customer service affects overall profitability for the company. The study came to conclude the top five affects in relation to customer service and the bottom-line. First the study shows that satisfied customers are much more likely to spend more money. Johnson (2015) states the Harvard Business Review study shows that customers who said their experience met or exceeded their expectations spent approximately 140% more than customer who reported a negative experience. Second customers who are dissatisfied actually end up costing the company money by returning products, and exhausting their time with supporting company staff. Third a happy customer tends to be a repeat customer for years to come, leading to an increase in revenue for the company. According to Johnson (2015) the Harvard study shows that members who report high levels of satisfaction have a 74% chance of still being a customer a year later while only 43% who rate