Canadian Consumers: Proof of the Power of WOM
How harmful is negative word of mouth? A new study by Canada's Verde Group shows that more than 50% of Canadians say they will not even walk into a store if they have heard something bad about it.
Other key points of the study:
-- Consumers are more likely to complain to friends and family about know-nothing customer service reps than any other problem.
-- Most consumers who experience problems with their retail experience do not complain; instead they take their business elsewhere.
-- The top problem driving customers away is lack of courtesy and respect from CSRs.
More info:
http://www.newswire.ca/en/releases/archive/January2005/25/c6712.html
