Bad customer service spreads like wildfire.
A 2014 survey conducted by American Express found that, while 46% of American consumers say they always tell others about good service experiences, an even greater number say they talk about poor service experiences. In fact, 60% said they always share the bad ones, and they tell nearly three times as many people (an average of 21 people vs. 8 people).
A Bain & Company report found that 80 percent of companies believe they provide a “superior customer experience,” only 8 percent of customers agreed. When customers have a bad customer service experience, they don’t just get mad; most of the time they try to get even.
A recent survey by ClickFox took a close look at what the repercussions are of poor customer service experience. While 52 percent of disgruntled customers spout off to family and friends, an even more astounding 32 percent altogether will stop doing business with the company that provided a lousy customer experience. And when customers take to social media to air their ire, more than 60 percent of consumers are influenced by these detrimental comments.
It’s difficult to nail down a bad customer service definition, but customer who have had a negative customer service experience often point to things like speed of service and having to explain their issue to multiple agents.
There is a whole new school of loyalty that companies need to enroll in — and fast. It’s no longer good enough to sit around and wait for a bad customer experience to happen, and then react. Companies need to catch support disasters way before they happen.
source: https://www.zendesk.com/resources/what-is-bad-customer-service/&https://www.helpscout.net/blog/bad-customer-service/ accessed 26/06/17