I’ll be the first to admit, my method is not scientific. However, I do feel it holds some merit and certainly parallels the customer sentiment; at least for this morning. What am I rambling about? My Twitter feed.
I set up Twitter searches on a lot of my interests – sports, marketing, friends, events and business-related items. As an exercise, I set up separate feeds for “Good Customer Service” and “Bad Customer Service” just to see what types of responses we have floating around the Twitter-verse. It might not surprise you that the bad outweighed the good by a large margin.
Monitoring for an hour today (9-10 am) I counted 23 bad to the five good, and I had to stretch a bit for the good; two were tied to customer service articles by the tweeter! Along with those were more links to articles on how important customer service is to a company and their competitive position. The most impressive coming from Harvard Business Review .
We’ve all heard the stats that we will tell one or two friends about a great customer experience, and 12 or more about a bad one. I’m not so sure that that ratio isn’t actually driven by the amount of bad customer experiences and not our need to spread bad news! In fact I pride my blog on the mentions of great customer experiences, and I have to seek them out, all while I’m inundated by the bad and so-so service stories.
OK, only one hour during one day is not enough data you say. I agree, but I have been monitoring this for months and the ratio has not changed. In fact, since I’ve been typing here we have five bad, one good. The point? If your customers’ experiences are paramount to your success, shouldn’t you be doing everything possible to ensure they are legendary?
Recent Comments