Consumers are 2 times more likely to share their bad customer service experiences than their good ones.
More than 6 out of 10 U.S. customers say they have stopped doing business with a brand due to a poor customer service experience.
For every customer complaint, there are 26 other unhappy customers who have remained silent.
More than 9 out of 10 consumers say online reviews impact their purchasing decisions.
Source: Hartford Small Biz Ahead, 8/3/2021.