A couple days ago, Statista, the German-based online statistics, market research and business intelligence portal released numbers and a small article on Customer Experience in the Digital era and we wanted to echo a couple of insights from them with you, our reader and Allied Global Ally.
Today, social media can be your harshest critic or the best advocate for your products based on how information travels at a light speed and how it doubles in reach. In Pre-social media times, bad service at a restaurant meant you would not go back to that restaurant and maybe tell friends not to go. Today, a bald yelp review you submit can mean 10 or even 100 times more people not going to that restaurant because of your opinion post.
Thanks to technology, people now share their customers experience in person as well as through their cell phones on social media; and they also tend to only share that info when the experience was bad. According to research led by the Tamkin Group, 34% of consumers will not share anything after a good experience, while only 27% will not share after a bad experience.
The following chart shows exactly the mentioned trend.
Understanding these trends and through our clients feedback, we have learned that in order to avoid bad customer experience situations, companies look to delegate Customer Service, Sales and IT outsourcing to experts like Allied Global, this to take advantage of the upwards of 40% of customers that share a great experience within their social media network. Allied Global specializes in Customer Experience and great interactions with our Customers clients. To learn more about how Allied Global provides great Customer Experience please contact us at www.alliedglobalbpo.com/contact.php