It used to be that after someone had interacted with your business, they might share their experience with their friends and family, good or bad. But with social, such interactions are amplified – now, when someone deals with your organization, there’s the potential that they could broadcast their thoughts – again, good or bad – to thousands, even millions of people. This is part of the reason why Twitter has become such a key platform for customer service – on Twitter, all your interactions are public, a fact that people can leverage to put more pressure on a brand for response.
Upon researching 2,000 American consumers findings, the team at Corra found that:
- Over half of respondents said they were more likely to complain publicly if customer service didn’t solve their product issue.
- 88 percent of customers avoided a company because of a bad review on a social media platform
- Almost 1 in 8 consumers that complained intended to hurt the company’s reputation
Corra’s findings were compiled into the infographic below: this data is helpful for businesses to pinpoint customer problems and how to best resolve such issues.
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