Failed Customer Experiences Are Destroying Your Marketing by Douglas Karr on Marketing Technology
SDL performed a survey to explore where the single or most prominent points of customer experience (CX) failure and success happen with customers and the impacts to the business.
Perhaps the scariest result of this survey is that SDL found that many users that suffered from a bad customer experience actively tried to disparage the company every chance they could by word-of-mouth and that includes social media and other online publishing channels.
Yikes… in a connected world, customer experience failures are impacting your marketing efforts. Bad news travels fast and these incidents could overshadow any good strategies you’re deploying online.
Via Russ Merz, Ph.D., Fred Zimny, Edward Chenard