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Study: Social Media Blunts Impact Of Negative WOM

According to the findings of its annual Call Center Satisfaction Index, CFI Group said that social media commentary after a call center experience can have a counter-intuitive impact. “What we are seeing is that, if you have a bad experience, you post it once on Facebook for all to see and then you're done with it,” said Terry Redding, director of development and delivery for CFI Group. “By the same token, we are seeing good experiences posted in the same way. In fact, we’ve observed that positive comments generally outweigh negative ones almost as a rule.”

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