Selling to Millennials with online reviews
W. Glynn Mangold and
Katherine Taken Smith
Business Horizons, 2012, vol. 55, issue 2, 141-153
Millennials have heavily influenced social media's evolution into an important source of product information. They are increasingly basing their product evaluations on information gathered from online reviews. Thus, companies targeting Millennials may wish to pay heed to online reviews. Which products are affected by Millennials’ online reviews? Do the reviews tend to be positive or negative? Where do Millennial customers look for information amongst the plethora of online venues? As presented herein, a survey of 227 Millennials reveals that this generation is undeniably posting reviews online and being influenced by these reviews. Respondents show a definite preference for two online venues, Facebook and company websites, when voicing their opinions. Reviews are broken down by positive and negative comments, and how product categories fare for each type. Contrary to popular thinking, the respondents were more prone to post positive reviews than negative reviews. Males voice their opinions online significantly more often than females, and specific gender differences are observed by product category. Recommendations are provided for selling to Millennials by leveraging online reviews.
Keywords: Facebook; Marketing; Online reviews; Word-of-mouth; Social media; Millennials; Gender differences (search for similar items in EconPapers)
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