While reviewing the American Express® Global Customer Service Barometer, a survey that captures consumers’ opinions on customer service in the United States and nine other countries, I stumbled upon some fascinating insights into how people share their experiences with customer service.
Here are two standout findings:
- Good news travels far: On average, a single customer who has a positive experience with excellent service will share their story with nine other people. That’s a powerful ripple effect, highlighting the importance of delivering high-quality service. When customers are delighted, they naturally become advocates for your brand, spreading the word and boosting your reputation organically.
- Bad news spreads even faster: Unfortunately, the opposite is also true. When customers encounter poor service, they are much more likely to share their frustration—nearly twice as much. On average, they will tell 16 other people about their negative experience. This underscores how damaging subpar service can be, potentially tarnishing your brand’s image and losing you not just one customer but many others through negative word-of-mouth.
The Takeaway
The data paints a clear picture: customer service is a make-or-break factor. Delivering exceptional service can transform your customers into enthusiastic promoters of your business. But one slip-up could lead to a cascade of negative perceptions, reaching far more ears than the positive stories. Investing in stellar customer service isn’t just about satisfying one person—it’s about safeguarding and amplifying your brand’s reputation on a much larger scale.
Source: about.americanexpress.com