Bad Service Experiences Don’t Fade Quickly From Customers’ Memories

Bad customer service experiences are more likely to be shared than good ones, according to results from a ZenDesk-sponsored survey conducted by Dimensional Research. Separate results from the survey [pdf] indicate that not only are bad service experiences shared often, they’re also likely to have a long-term impact on customers. Respondents were asked to think about experiences with mid-sized B2B or B2C companies whose good or bad customer service impacted their behavior. Fully 39% of respondents who had a bad experience said their behavior was impacted for at least 2 years after the negative experience. (more…)