- 25% of customers are likely to say something positive about their experience
- 65% are likely to speak negatively
- 23% of customers who had a positive service interaction told 10 or more people about it
- 48% of customers who had a negative experience told 10 or more people
There are topics and attitudes that should be avoided completely when it comes to your online presence as a business. Offending anyone (especially your customers) is wrong and detrimental to your business. Offending only one person could be disastrous, even though it may seem insignificant. Don’t make this mistake like Nestlé did. Sure, it was presumably harmless the way it started out, but clearly the employee didn’t know how to handle the situation or the comments that followed. Nestle simply stated that if no one wanted to follow their rules about their company logo being altered and used as a profile picture, their comments would be deleted. Kind of rude, right? Regardless, people responded defensively in a, “don’t tell us what to do!” tone. You can read the article here. “B2b marketers believe social media is critical to organic search success. Marketers rate social media as the second-most important factor (64%) in search, behind only strong content (82%).” – BtoB Magazine Content is important, don’t make these mistakes while interacting on social networks: 1. Negativity. Not helpful. People respond negatively to negative comments or statements. You don’t want to ruin relationships you have worked so hard creating. An article by Rick A Conlow called, “How much Do Unhappy Customers Cost?” shares the statistics of the ripple effect of poor customer service.
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