The rapid growth and popularity of the internet and social media has made the world a far smaller place. Gone are the days when organisations were able to hide behind their PR teams – nowadays everything is instant and therefore also international. So what challenges does that imply for us?
Reputation used to be closely linked to word-of-mouth – the most powerful form of marketing even in the digital age. Just think of the last time you wanted to try out a new restaurant – you might have asked friends whether they’ve already had the pleasure to dine there in order to help you with your decision making process. Another very common approach (surprise, surprise) is to simply ‘google’ the product or service of your desire to help you make up your mind. This is exactly where my curiosity comes into the game – do you agree with me if I say reputation is a key factor for consumers looking to make a purchasing decision?
The internet displays a vast amounts of information on brands and individuals that reputation simply doesn’t stem from word-of-mouth solely anymore. Further factors to take into account are: the ease of the online purchase journey, online communication provided and its speed as well as online advertising taking online reputation to a new level. (more…)