Many people believe that only a negative customer experience is shared via social media. But, according to a recent study from Ipsos Loyalty, consumers are just as likely to promote a positive experience.
The survey covered seven sectors and assessed more than 10,000 “critical incidents,” which are defined as moments of truth in the customer experience that can make or break a relationship. Overall, it found that 52% of consumers who had a bad experience told their friends, family, or colleagues about it. Yet surprisingly....