Online reviews have become the new word of mouth for many

By scrutinizing the consumer survey from Talend, I can observe that, online reviews have become the new word of mouth for many, with 40 percent indicating these forums have the greatest impact on large purchase; almost twice the weight of friend and family recommendations. Additionally, fifty-seven percent of respondents listed “having a negative review unaddressed while continuing to receive offers for similar products” as the top reason they would ‘break up’ with a brand. Other reasons cited by consumers for ‘breaking up’ with a company include:

If the company falls victim to a data breach (53%)
Not providing live/real-time customer service support (42%).

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