1.8 million New Zealanders are now active Facebook users and they are spreading the word about their experiences with your business faster than ever before. In recent research of over 1,000 kiwis, respondents said they were twice as likely to tell others about a bad experience over a positive one. With stories being told online, rather than person-to-person, they are accessible to a much wider audience and live on long after the initial compromising incident occurred.
The success of your business, therefore, may depend on how well you meet the needs of your customers and how you respond in the event that things don’t go as well as planned.
The survey on customer service called Distinctive Customer Experiences in New Zealand*, conducted by Colmar Brunton, revealed strong evidence that a ‘customer-driven approach is better for a company’s bottom line than a purely profit driven one.’ The world’s leading companies, in terms of brand reputation, exhibit a ‘relentless commitment’ to their customers, explains Dick Brunton, joint founder and current chairman of Colmar Brunton.