Post Format

Is Negative Word Of Mouth More Likely To Be Passed On?

1 comment

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?

Advertisements

Posted by

Growth obsessed startup co-founder (MusicBox) and strategist-for-hire. startupgrowthguy.com mymusicbox.me

1 Comment so far Join the Conversation

  1. Pingback: Report: Brands Still Suck At Customer Experience | An Unconventional Blog for Unconventional Marketers

Leave a Reply

Required fields are marked *.

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s