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1 In 5 Likely To Lash Out At Brands Online

November 30, 2009 at 11:34 pm
by Willis Wee (http://www.techinasia.com/author/willis-wee/)

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A research by Euro RSCG Worldwide (http://www.eurorscg.com/) showed that

people do not practice as much self control in their online behavior as they

would offline.

They are more likely to speak their mind and lash out about/at brands

through online means (omg) – every 1 in 5 people are likely to do so.

With social media, users can easily speak their mind without having to do it

face-to-face.

Warn i n g
 Just looking at past social media disasters (/?p=4650) and their consequences is enough to convince a brand manager to take this

result seriously. We have also written that approximately 30 customers are lost (/?p=8339) whenever a negative comment is

posted on social media.

…So, for every hundred unhappy customers, you are likely to lose about:

100 x 20% x 30 = 600 potential customers.

If you’re one of those businesses that belittle customer service, it is time for you to wake up and start treating your customers

right.

via: eMarketer (http://www.emarketer.com/Article.aspx?R=1007395), Stock photo powered by pixmac

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