The Influence of Promotion and Word of Mouth on Customer Satisfaction for Skintific Makeup Products

Abstract

Right now, Indonesia cosmetics company is all fighting for market share and also honestly working out how to make customers satisfied has gone beyond just following metrics, now it is a must to survive. What we want to dig into in this paper is some controversy that has been going on quite some time now: how does promotional campaign come up against the more organic, grassroot power of Word of Mouth when it comes to making Skintific customers satisfied? We is are gathering response from 150 people who were really buying and using these products, running the numbers through multiple linear regression to see what pattern emerge. The finding is pretty tell. Both types of communicationspp: Paid promotions and Unpaid word of mouth obviously play a role. But here’s the twist: WOM came out slightly strong on the analysis. So on all the skincare spaces, your friend’s honest review may just cut an edge over a polished advertisement when it comes to cementing that feeling of satisfaction after purchase. The takeaway: Brands need both visibility and authentic advocacy working together if they want to stay stronger in this market.