An estimated 46% of unsatisfied customers share their negative customer experience about products and service, as opposed to 30% of the satisfied customers. They vent out their frustrations over social media platforms and these customer complaints leave a lasting impact after a bad customer experience.
With the advent of social media, customers have now found a voice to raise their concerns. If your business doesn’t have a social CRM strategy, these complaints go unnoticed and develop a negative perception about your brand in the minds of prospective customers.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Let’s take a look at how this impacts your business:
An estimated 52% of satisfied customers would make repeat purchases. One bad customer experience can ruin their confidence in your brand.
55% of the agitated customers shift to your competitor’s products.
48% of customers who have had a bad customer experience advise others not to buy your products or services.
63% of the prospective buyers check for any negative customer experiences. An unfavorable review can make them hesitant to buy your product.
As you can see, a negative customer experience can lead you to lose your current customers and prospective customers to your competitors. Instead, invest in social CRM and creative customer support to ensure a positive experience every time for your customers.
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