In the past, if you made a customer unhappy, you’d lose the customer, and maybe a few friends they talked to.
Nowadays, if you make a customer unhappy, you lose the customer, and his 6,000 Twitter followers who saw the angry tweet complaint. And it’ll take your brand a while to recover from the public shame and embarrassment.
I’m not exaggerating – a study by Zendesk revealed that 88% of customers are influenced by customer service reviews when making buying decisions. And customers are happy to write reviews and share experiences with other customers online. Especially when they’re bad – 95% of customers share bad customer support experiences with others.