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In the last few editions, you have read comments from CRMAdvocate readers who believe the results of the study that word-of-mouth opinion sharing (WOM) is declining. And they believe the reason is the economy (also read more PBJ, less WOM). And you have heard from others who don't agree (see the WOM shift, the WOM evolution, and normalization of WOM).
Along the same line of thinking, another said, "While I can understand the economy having a minor impact, I think perhaps we finally plateaued. People are getting tired of Tweeting and FB'ing and everything else'ing, all day every day. The Average Joe's ego is diminishing - and people are simply reclaiming their normal lives (it takes a significant chunk of the day to do all this stuff!). It's an automatic adjustment between the old world and the new world, the fine line, the balance - it's happening - and not before time in my personal opinion."
The collective CRMAdvocate community believes the emergence of online product reviews is one of the most common reasons we have seen a decline in word-of-mouth customer opinion sharing. Many people wrote they never make a major purchase without reading online reviews.
That's their take. Do you agree? What's your take? Tomorrow, I'm going to share a different thought on why we are seeing a decline in WOM. Stay tuned . . .
. . . . . Gary Lemke, Chief Customer Advocate
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Lasting Impressions:
Happiness can be defined, in part at least, as the fruit of the desire and ability to sacrifice what we want now for what we want eventually.
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Stephen Covey
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OUR TAKE -
The WOM Plateau
