Monthly Archives: November 2013

Why do loyal customers post online reviews about products they’ve never purchased?

I found this research by MIT’s Duncan Simester on “Deception” in online reviews very insightful.  Please note particularly: “We are not sure why apparently loyal customers post negative reviews about products they have never purchased. One reason may be that … Continue reading

Posted in Consumer-Driven Innovation, Customer Collaboration, Customer Communities, Customer Feedback, Customer Insight, Customer Loyalty | Leave a comment