Review-It

The line between editorial content and paid promotion has been eroding for years. On most major retail platforms, in countless lifestyle publications and across the breadth of social media, content that presents itself as independent assessment is frequently underwritten by the very brands being assessed. This is not a new problem, but it is a worsening one. The consequences are practical. Consumers who believe they are reading a review and acting accordingly may be making purchasing decisions on the basis of what is, in effect, an advertisement. The financial cost of that mistake is modest in most individual cases. The cumulative effect on consumer trust is not. Understanding what separates a genuine review from disguised promotional content requires more than checking for a disclosure label. It requires looking at structure, incentive, methodology and language - and recognising that some of the most effective adverts are those that most convincingly resemble reviews. What a Re...

Recommendation is one of the most valuable things a consumer can offer a brand, and one of the easiest things for a brand to lose. It is not the same as satisfaction. A person can leave a transaction perfectly content and still not tell another soul about it. Genuine recommendation implies something stronger: a belief that the brand will treat others the way it treated you, that its products will perform as described, and that its conduct is worth endorsing by association. That distinction matters more than most brands appear to understand. The contemporary instinct is to engineer recommendation through loyalty schemes, referral incentives and review collection software. These tools can generate the appearance of advocacy without the substance of it. Real recommendation is earned through behaviour, not mechanics, and it tends to be specific. Consumers do not recommend abstractions. They recommend the jacket that held up after three winters, the company that replaced a faulty product...