The problem with failing to provide an exceptional experience for your customers is that word of mouth travels fast...much faster than it used to. Four out of five people say they stopped doing business with a company due to bad customer service, and in the past they would vent to a few friends and be done with it. Enter blogs. Now, people everywhere have an easy way to communicate their dissatisfaction with your company to millions worldwide.
As an example check out this post by Tom Vander Well on QA QnA posting a note by a very dissatisfied customer.
The good news is that sixty percent of people say that outstanding customer service is their main reason for recommending a company.
Wouldn't you rather be on the receiving end of the latter? The companies featured in The Celebrity Experience get this, and their bottom line refects their service attitude.
What kind of buzz surrounds your company?
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