When your customers have a bad service experience, they don’t just get mad and bad mouth your business to their immediate family, and everyone on their Facebook profile; they’re on the warpath to getting even. A recent survey by ClickFox takes a closer look at what the actual ramifications of a bad customer experience, and how it affects your business.
When customers experience bad customer service they will do some of the following: tell family/friends/peers about the experience, cease doing business with the company, submit a negative customer satisfaction survey, or post comments on social networking sites or consumer review sites. Customers are getting their voices heard by spreading the word about their poor experience. More than 60 percent of consumers are influenced by other consumers’ comments about companies, and this means word-of-mouth can quickly destroy the reputation of a company.
The thing about these people complaining is that 80 percent of respondents said they were already established customers when they reached their breaking point and went on a bad mouthing rampage; hell hath no fury like a customer scorned.
A bad customer service experience has tremendous consequences and the very real potential of causing serious brand damage. Even loyal customers are likely to stop dealing with a company lacking good customer service. What’s even worse, us that unhappy customers are also more likely to bad-mouth a company after an unpleasant experience. Every effort should be made to ensure that your companies customer service is up to par.