accordingly. When communicating
with segments that rely on M, a company
can use advertising to build top-of-mind
awareness, persuade customers, and po-
sition its offerings—but those strategies
probably won't work for segments that
rely on 0. Marketers should also bear in
mind that the degree to which a particular
customer relies on 0 might vary with situ-
ational factors. For example, some of the
people who take full advantage of 0 while
shopping for electronics online may come
under M's influence on Black Friday, when
ads touting deep one-day-only discounts
abound. With not much time to decide or
to consult reviews, they may pick up prod-
ucts impulsively, in the belief that "if it's on
sale on Black Friday, it must be a good deal!'
No Going Back
When we talk with companies about shift-
ing their marketing mix in recognition of
the rising power of 0, we hear one consis-
tent objection: Growing suspicion (and in
some cases, proof) that online reviews are
subject to manipulation and fraud. Some
marketers believe that consumer reliance
on 0 will decline as more shoppers become
wary of deceptive reviews. We disagree.
Yelp, TripAdvisor, and others are becoming
increasingly sophisticated at weeding out
fake reviews, and consumers are develop-
ing a better sense of which sites (and which
individual reviewers) they can trust.
Moreover, we don't believe that con-
sumers used to the richness of online re-
views will ever return to relying on tradi-
accordingly. When communicating
with segments that rely on M, a company
can use advertising to build top-of-mind
awareness, persuade customers, and po-
sition its offerings—but those strategies
probably won't work for segments that
rely on 0. Marketers should also bear in
mind that the degree to which a particular
customer relies on 0 might vary with situ-
ational factors. For example, some of the
people who take full advantage of 0 while
shopping for electronics online may come
under M's influence on Black Friday, when
ads touting deep one-day-only discounts
abound. With not much time to decide or
to consult reviews, they may pick up prod-
ucts impulsively, in the belief that "if it's on
sale on Black Friday, it must be a good deal!'
No Going Back
When we talk with companies about shift-
ing their marketing mix in recognition of
the rising power of 0, we hear one consis-
tent objection: Growing suspicion (and in
some cases, proof) that online reviews are
subject to manipulation and fraud. Some
marketers believe that consumer reliance
on 0 will decline as more shoppers become
wary of deceptive reviews. We disagree.
Yelp, TripAdvisor, and others are becoming
increasingly sophisticated at weeding out
fake reviews, and consumers are develop-
ing a better sense of which sites (and which
individual reviewers) they can trust.
Moreover, we don't believe that con-
sumers used to the richness of online re-
views will ever return to relying on tradi-
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