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I’ve just seen some really interesting results in an article in the March Edition of The Customer Experience Journal from Bruce Temkin across at the Temkin Group, a US a customer experience research and consulting firm.
The article is a digest of stuff that is going on with the Temkin Group, notable stuff in the world of customer experience and previews new research that they are producing.
Their most recent piece of research is called: How Consumers Give Feedback (the full report will cost you $195). Through their research they were able to survey 6,000 US consumers about how they most frequently gave feedback about Very Good and Very Bad experiences. Analysing their response, they found that when customers have a Very Good or a Very Bad experience with a business they found that they most frequently tell their friends about that experience via email, phone or in-person.
I’m not sure that is a real surprise. Read more at http://www.soldlab.com/home-how-consumers-give-feedba
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Best regards, Maria Kim Executive Director of SOLDLAB http://www.soldlab.com/