From the course: Measuring the Value of Customer Service
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Brand damage
- Customers who speak poorly about your organization or service represent a considerable business risk. Unhappy customers have the power to influence hundreds and maybe thousands of prospects away from your products and your brand. Here are some figures to note. According to Yelp, if a reviewer experiences poor customer service, they're likely to be harsher in their review. And in fact when service is mentioned, versus other factors that might be a problem, they're nearly 70% more likely to write a one star review. Google found that businesses risk losing as many as 22% of potential customers when just one negative article's found by prospects. Four or more negative articles in search results can mean the loss of 70% of potential customers. And here are a few additional statistics that can help illustrate the influence of good reviews. A gain of a star in ratings increases restaurant revenue by 5% to 9%. A 1% increase…
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