by Ron Daly
An adage I heard a long time ago:
"If your customer has a good experience, they'll tell five friends. If they have a bad experience, they'll tell nine friends."
And that's why this report from eMarketer didn't surprise me. Long story short, 74% of online consumers share their bad experiences in person.
Does that mean the input you get online is going to get much different? No. Act on the information you have, update your site/services accordingly, and anticipate the vibe.
We're keeping it short for Friday. Have a great weekend everyone!