Those with whom you spend the most time during the day, whether they are family, friends or colleagues at work, are most often the ones with whom you will share (dis)satisfaction with a purchase.
A recent study shows this. They asked consumers what their usual reaction is when faced with poor service. 52% of surveyed customers said they would first share their experience with friends/family/colleagues, while as many as 40% of them said they would stop using the company’s services and/or products.
Social networks and the sharing of personal experiences on them should also not be neglected. At the time of the survey, as many as 20% of customers said they were posting their experience publicly on networks like Facebook and Twitter. Today it is almost a daily occurrence.
However, in negative comments on social networks there are many opportunities for companies and brands to grow and improve their business as well as the satisfaction of their customers.