Do People Share Good and Bad Customer Experiences?

Do People Share Good and Bad Customer Experiences?

• Jul 12, 2018
• Dan Hoff
• 0
• B2C Marketing, Brand Marketing, Loyalty Marketing

from Marketing Charts

People around the world say that customer experience is a competitive differentiator for brands. But do good or bad experiences reverberate beyond the customers themselves? As it stands, most people will tell someone about a very good or very bad experience. This according to new research from the Temkin Group.

Are Consumers More Likely to Complain or Brag?

In fact, only around one-quarter (27%) of US consumers surveyed in Q1 reported being silent about a recent very bad experience with a company. It turns out that respondents were more likely to have not shared a very good experience. Of that, one-third indicated they didn’t tell anyone about the experience. As such, the results suggest that people are slightly more likely to share a very bad than a very good experience.

To see more insights into how people are sharing their brand experiences, read the full article at MarketingCharts.com

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