One Bad Twitter 'Tweet' Can Cost 30 Customers, Survey Shows
2009-11-26 00:00:01.2 GMT
By Sarah Shannon
Nov. 26 (Bloomberg) -- A negative review or comment on the
Twitter, Facebook or Youtube Web sites can lose companies as
many as 30 customers, according to a survey by Convergys Corp.
A customer review on one of the sites reaches an average
audience of 45 people, two-thirds of whom would avoid or
completely stop doing business with a company they heard bad
things about, Convergys said, citing its own survey.
Web and video posts are feeding a new form of "silent
attrition, where customers switch companies without complaining
directly," Frank Sherlock, senior vice president at Cincinnati-
based Convergys, said at a conference in London yesterday.
The provider of customer call-center services commissioned
a survey of 2,000 British consumers, one in three of whom said
they put their bad customer experiences on the Internet.
The influence of a post on Youtube, the world's most
popular video-sharing site which is owned by Google Inc., can
have a "definitive measurable impact," Sherlock said.
For Related News and Information:
Top retail news: RTOP <GO>
More on social networking: NSE SOCIAL NETWORKING <GO>
--Editors: Paul Jarvis, Keith Campbell.
To contact the reporter on this story:
Sarah Shannon in London at +44-20-7073-3262 or
sshannon4@bloomberg.net.
To contact the editor responsible for this story:
Keith Campbell at +44-20-7073-3829 or k.campbell@bloomberg.net.
2009-11-26 00:00:01.2 GMT
By Sarah Shannon
Nov. 26 (Bloomberg) -- A negative review or comment on the
Twitter, Facebook or Youtube Web sites can lose companies as
many as 30 customers, according to a survey by Convergys Corp.
A customer review on one of the sites reaches an average
audience of 45 people, two-thirds of whom would avoid or
completely stop doing business with a company they heard bad
things about, Convergys said, citing its own survey.
Web and video posts are feeding a new form of "silent
attrition, where customers switch companies without complaining
directly," Frank Sherlock, senior vice president at Cincinnati-
based Convergys, said at a conference in London yesterday.
The provider of customer call-center services commissioned
a survey of 2,000 British consumers, one in three of whom said
they put their bad customer experiences on the Internet.
The influence of a post on Youtube, the world's most
popular video-sharing site which is owned by Google Inc., can
have a "definitive measurable impact," Sherlock said.
For Related News and Information:
Top retail news: RTOP <GO>
More on social networking: NSE SOCIAL NETWORKING <GO>
--Editors: Paul Jarvis, Keith Campbell.
To contact the reporter on this story:
Sarah Shannon in London at +44-20-7073-3262 or
sshannon4@bloomberg.net.
To contact the editor responsible for this story:
Keith Campbell at +44-20-7073-3829 or k.campbell@bloomberg.net.
Nenhum comentário:
Postar um comentário