A Tealeaf survey indicates that 74% of online adults said negative comments read online have an influence on whether they will do business with a company. That’s huge! It means 1. companies aren’t doing enough to provide excellent customer service and 2. companies need to do a better job at dealing with customer complains and resolving them before they get posted, and 3. businesses need to be online managing customer expectations, complaints and making things better.
Check this out: The survey results also show that online adults are increasingly turning to social media to share their online experiences with others, while simultaneously becoming less likely to alert a company directly – a shift in consumer behavior which extends the business impact of customer experience issues beyond any single transaction.
Will it change? I don’t know. It’s up to the companies who want to step up and get involved in the space. I know a bunch of companies who have, and they’re great at it. Keep an eye on this study in years to come for an indication if things are changing or not.
Hi, I'm Michael (of Vancouver, B.C.). Welcome to my blog. Read more