5 Word of Mouth Impacts on the Customer Experience

Word of Mouth

• 95% of dissatisfied customers tell others about their bad experience (Dimensional Research)

• 74% of consumers identify word-of-mouth as a key influencer in their purchasing decision. (Ogilvy, Google and TNS)

• 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. (Bright Local)

• High satisfaction rates result in 2-12 times higher recommendation ratings. (Market Force)

• One happy customer can equal as many as 9 referrals. (American Express)

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The post 5 Word of Mouth Impacts on the Customer Experience first appeared on CX Obsession - for Process & Experience Professionals.

The post 5 Word of Mouth Impacts on the Customer Experience appeared first on CX Obsession - for Process & Experience Professionals.