Imagine the cost of bad customer service in a world where:
- If it was a country, Facebook would be the third largest in the world.
- 50% of UK mobile internet traffic is Facebook. Imagine what that means for customer service word of mouth.
- 25% of search results for the world’s top 20 brands are user generated content.
- 200 million blogs exist and 34% of bloggers post opinions on products and services.
- 78% of consumers trust peer recommendations. 14% trust advertising.
Bad customer service begins to sound like customer servicide doesn’t it?
I wish it was true. I know that businesses that offer great customer service offline are also very sensitive to their online reputation. Unfortunately, my recent experience is that businesses that have poor offline customer service don’t tend to care too much about (or even be aware of) their online reputation.
On reflection, rumours of the death of bad service are greatly exaggerated. But the point still stands that the reputational cost of bad service is now logarithmically more than a decade ago. Good luck with your friends at Techguys and First Capital Connect btw!