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Unformatted text preview: Turning Negative Reviews into Positive Sales Robert McGill BA 181 Foundations of Marketing 27 March 2011 Turning Negative Reviews into Positive Sales 1. A customer-centric company builds long-lasting relationships by focusing on what satisfies and retains valuable customers. Discuss how Petco follows this customer-centric philosophy. PETCO was one of the first companies to institute a customer-centric philosophy in their sales practices. They did this by creating a forum on their website specifically for criticisms of their products. While this had the potential to negatively impact sales, it had the opposite effect. By allowing their customers to freely exchange opinions on the quality of their products, the company became better informed as to what their customers expected from them. It also led to increased sales in many of their upper range products due to dissatisfaction with the lower range, cheaper products.upper range products due to dissatisfaction with the lower range, cheaper products....
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- Spring '11