Customers are spreading the word about their good and bad experiences with you. But how are they doing it?
Turns out, most word of mouth is still spread the old-fashioned way: through the mouth.
Unfortunately, customers talk about bad experiences with contact centers more than the good experiences, a study by the Temkin Group found.
Almost 65% of customers tell friends about bad service experiences in person, on the phone or via email. Only 51% share good experiences the same way.
Just a little more than 20% post anything about good or bad experiences online (check tomorrow’s post for ideas on how to handle those).
To get more customers talking about their good experiences with your contact center, give them tools to do it. After a good experience, ask customers if you can forward them info they can share with family and friends about your company.
