Customers Quote by Bill Capodagli
“Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers. Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.”
About This Quote
Source Article: The Impact of Social Media on Word-of-Mouth, Business Journal, 2020
Bad service spreads instantly online, reaching many potential customers far faster than before.
In simple terms: Bad service spreads quickly online.
Key Takeaway
Prioritize excellent service to avoid rapid backlash.
Themes
customer service
reputation
social media
Mood
alert
proactive
Type
practical
advisory
When to use this quote
- launch reviews
- monitor social channels
- train staff
Key Concepts
marketing
network effects
consumer behavior
Questions to Reflect On
- How will you respond to a viral complaint?
- What preventive steps can you take?
A Different Perspective
Negative reviews can be amplified beyond control.
