The Changing Contours of Customer Service: Nordstrom Cuts 106 Jobs

Until a few years ago, a phone was the strongest link that connected customers with the customer service executive of the company. Even though that link is still very much prevalent today, its significance is on the decline. A survey by Desk.com, which took a look at service preferences across three demographics—Millennials (aged 18-35), Generation Xers (36-55), and Baby Boomers (56-65), confirmed Read more...

6 Critical Pros and Cons Of User Generated Content
by Prasad Dhamdhere | March 25, 2017 | Questions and Answers, Ratings and Reviews, User Generated Content

As of March 2016, an estimated 298 million people are actively using mobile adblocking browsers. Click through rates for marketing emails are reaching new lows. This glaringly shows customers’ emotional as well as intellectual delinking with the communication that they receive from companies. Ads and regular marketing messages are often non-participative and monotonous, so customers' lack of engagement makes sense. But Read more...

Sporting Goods User Generated Content Lets Fans Speak for Themselves

As I have discussed in this blog, most sports brands and sporting goods manufacturers have to figure out a way to fight the various hurdles of stiff competition, reduced margins, and high production costs for certain types of goods. There's considerable erosion into the budget done by marketing activities, other ways of reaching out to the masses, and in building Read more...

Google Trusted Stores is Shutting Down: Here’s Why and How
by Grace Miller | March 6, 2017 | Ratings and Reviews

Google just announced that Google Trusted Stores is shutting down. The search giant hasn't provided a specific end date for the certification program for online sellers, which was rolled out in 2012. I'll be replaced by a new program called Google Customer Reviews.  Let's take a look at some of the specifics. What is Google Trusted Stores? Google Trusted Stores has been a program for online Read more...

How Verified Reviews Affect Your Site’s Authenticity
by Prasad Dhamdhere | March 3, 2017 | Ratings and Reviews, User Generated Content

There is a strange dichotomy in the realm of reviews. On the one hand, according to market research firm YouGov, approximately 4 in 5 American consumers read online reviews before making a purchase decision. And on the other hand, there are studies that suggest that only about 65% of consumers who “always or almost always read online ratings” believe that the reviews Read more...