用户主权时代：企业如何靠“口碑维护”抢占消费者心智

Group 1 - The core viewpoint is that in the era of user sovereignty, consumers shift from passive information acceptance to actively controlling their choices, making "word of mouth" a critical factor in consumer decision-making [1][4] - Companies must establish a comprehensive monitoring system to capture user feedback across all channels, moving from a "one-way output" to "full perception" of user needs and preferences [1][3] - The essence of listening is to adopt a humble approach to understand real user needs rather than trying to "educate users" [1] Group 2 - Companies need to create a rapid response mechanism to turn crises into opportunities for rebuilding trust, as negative word of mouth can spread quickly [3] - A key aspect of responding is not just problem-solving but also conveying a "user-first" value through the company's attitude, making consumers feel valued [3] - The ultimate goal of maintaining word of mouth is to elevate users from mere satisfaction to becoming brand advocates, establishing emotional connections beyond functional satisfaction [3][4] Group 3 - In the user sovereignty era, word of mouth represents the "trust vote" cast by consumers, and companies must integrate word of mouth maintenance into their strategic DNA to gain a competitive edge [4] - The best marketing is not about persuasion but about enabling users to genuinely recommend the brand [4]