We’ve seen a plethora of research and statistics over the years arguing that positive word of mouth, contradictory to what most of us typically assume, is passed on significantly more than negative WOM. However, in reading the recent AMEX 2012 Global Customer Service Barometer, 3 in 5 consumers or greater tell other people about their poor customer service experiences “all of the time” in nearly every country surveyed. The U.S. ranked among the top countries in which this rang true. Conversely, only 2 in 5 consumers or greater tell other people about their good customer service experiences all of the time.
Are we seeing a change in guard here? Are these results exclusive to customer service? I’m not quite ready to change the industry outlook based on one survey, but will certainly keep my eye on things.
What are your thoughts?