It’s a brutal truth: People are more likely to talk about bad customer service experiences than good ones.
And in the age of social media, this can be pretty terrifying for brands.
To determine just how much customer service influences shoppers’ opinions of a brand, Zendesk surveyed 1,000 people about their experiences, and created an infographic of the findings.
Here’s what it found:
1. People like to talk about their experiences.
- Almost 100 percent (95 percent) of respondents said they share bad customer service experiences with others.
- Eighty-seven percent share good experiences.
2. Bad customer service can ruin a customer’s relationship with a brand.
- Thirty-nine percent of respondents said they avoid vendors for two or more years after a bad experience.
- More than 40 percent recommended others not buy products or services after having a bad customer service experience.
3. People like to share customer service experiences via social media.
- Almost 90 percent of respondents said they have been influenced by online reviews when making a purchase.
- Forty-five percent said they’ve shared bad experiences on social media. Thirty percent have shared good ones.
Take a look at the graphic for more: