And the fact to note is that 72% of shoppers trust online reviews as much as personal recommendations. Studies found that 85% of consumers talk about their experience with a brand through online reviews. Particularly in this digital age, brands are held more accountable for their actions than ever before. Loss of reputation as a result of negative WOMĬonsumers like sharing their thoughts on products and brands.

Let’s look at some of the impacts of poor customer service and how it can affect your business: The True Cost of Poor Customer Service 1. This is why It is important to understand how providing a bad service experience can hurt your brand. This study shows that customer experience is projected to outshine price and product as the key brand differentiator. The customer experience (CX) continues to be a decisive factor for many customers. The most common reasons for customer dissatisfaction are failure to provide real-time support, unskilled customer service representatives, long response times, and so on. Bad customer service can be defined as the failure of a business to meet customer expectations.

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