A research by Euro RSCG Worldwide showed that people do not practice as much self control in their online behavior as they would offline.
They are more likely to speak their mind and lash out about/at brands through online means (omg) – every 1 in 5 people are likely to do so.
With social media, users can easily speak their mind without having to do it face-to-face.
Warning
Just looking at past social media disasters and their consequences is enough to convince a brand manager to take this result seriously. We have also written that approximately 30 customers are lost whenever a negative comment is posted on social media.
…So, for every hundred unhappy customers, you are likely to lose about:
100 x 20% x 30 = 600 potential customers.
If you’re one of those businesses that belittle customer service, it is time for you to wake up and start treating your customers right.
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