Click here to download the PDF of the full paper.


Ed Keller and Brad Fay (2009). Comparing Online and Offline Word of Mouth: Quantity, Quality and Impact. New Brunswick, NJ: Keller Fay Group


92% of peer-to-peer recommendations take place offline. 75% of these conversations happen face-to-face and 17% on live phone calls, according to Nielsen Talk Track Research which surveys over 30,000 people each year.

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