QUESTION 15
Customers can post complaints or positive reviews during which phase?
- a. Pre-purchase: awareness
- b. Pre-purchase: brand consideration
- c. Purchase or behavioral engagement
- d. Post-purchase
The correct answer and explanation is:
Correct Answer: d. Post-purchase
Explanation:
Customers typically post complaints or positive reviews during the post-purchase phase. This phase occurs after the customer has bought and experienced the product or service. Their feedback is based on their satisfaction or dissatisfaction with the purchase, which can influence future buyers and affect the brand’s reputation.
Why Does Customer Feedback Happen in the Post-Purchase Phase?
- Experience-Based Opinions:
- Customers leave reviews only after they have used the product or service. Their experience determines whether they post a positive review, a complaint, or remain neutral.
- Customer Satisfaction & Loyalty:
- If a customer is satisfied, they may leave a positive review, recommend the brand to others, or become a repeat buyer.
- If dissatisfied, they might post a complaint, request a refund, or warn others against purchasing.
- Impact on Brand Reputation:
- Positive reviews build credibility and attract new customers.
- Negative reviews highlight issues that businesses must address to improve.
- Social Media & Review Platforms:
- Many customers express their opinions on platforms like Google Reviews, Yelp, Amazon, or social media. Their feedback influences potential buyers.
- Customer Service Interaction:
- If issues arise, customers may contact customer service before posting complaints. If unresolved, they often write public reviews to seek attention.
Conclusion
The post-purchase phase is the most crucial for customer feedback. Businesses should monitor and respond to reviews to maintain customer trust and improve their products or services.
Now, I will generate an image illustrating this concept.
Here is an illustration depicting a customer posting both positive and negative reviews during the post-purchase phase. It highlights how customer feedback impacts brands. Let me know if you need any modifications!
