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Social media reviews have major impact on consumer preferenceses

Posted 30-09-2011 in Latest industry news

More than three-quarters of people who become aware of bad customer service via social media avoid doing business with the offending company according to research from Convergys

The report also found that 35 per cent of consumers had read about a bad customer experience on a social media channel within the last six months, inferring that while customers may not want to pay for better service, they are happy to complain about it to a potentially large online audience.

“Consumers’ increasing affinity with social media means new emerging communications channels are likely to be the hottest venting ground for impatient customers irritated by a lack of resolution from a given company,” remarks Convergys technology director David Lopes.