79% of US customers who had a bad experience with a company told friends or colleagues about it, often using social media and other new communications technologies. -Convergys 2011 Customer Scorecard Research What are your customers sharing?

Convergys 2011 Customer Scorecard Research
Key Findings

Quality, price and service continue to dominate the customer experience, and in consumers' minds, there is definitely room for improvement in customer service.
Customers frequently tell companies about a bad experience, but too often those issues are either not being resolved or the company is not even responding to the customer.
While agent-assisted phone calls are still the preferred method of interacting with companies, the use of alternate channels for customer care will continue to grow in popularity.
Social media is having an increasing impact on how consumers perceive companies and provide feedback about their experience.
The importance of measuring and lowering customer effort is increasingly evident as customer effort is linked to satisfaction, loyalty, and the bottom line.