The Coleman Effect

The Coleman Effect refers to the phenomenon where a person’s opinions about an organization or brand are significantly influenced by their personal experiences and interactions, often leading to more positive or negative views than the general consensus. Essentially, if someone has a memorable or impactful experience, they’re more likely to develop a strong, favorable or unfavorable attitude toward it, which can then influence others’ perceptions through word-of-mouth or social influence. It highlights the importance of individual customer experiences in shaping overall reputation and brand perception.