Response to Drew's Post

Drew brings up an interesting point regarding a product that is marketed and advertised as amazing and turns out to be a piece of junk.  This type of product would be subject to negative word of mouth publicity.  I often try products if someone recommends them to me, and deliberately avoid those that I have heard negative comments about.  An example of this type of publicity is when purchasing items online.  Often, the product has a rating by users and comments underneath.  I am an obsessive comment reader because I relate to "real" people who aren't trying to make a profit off my purchase.  So if I was thinking about trying our some new shampoo, I might look it up online.  Then I might see that Drew made a comment about how it makes your hair smell like rotten sushi.  I doubt that the customer value proposition of the sushi shampoo would claim to have a displeasing stench.  The discrepancy between what the company had promised and what Drew had experienced would affect both the customer value and the customer satisfaction.  Also, his word of mouth advertising would negatively affect the company because the potential customer decided to go elsewhere.