For Customer Experience Professionals

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	May 28, 2009 How Customer Experience Drives Word Of Mouth Consumers Talk To More People About Their Bad Experiences by Bruce D. Temkin with William Chu, Angela Beckers

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Executive Summary

Forrester asked more than 4,500 consumers how often they talk about experiences with companies in 12 industries. It turns out that more consumers talk about good experiences than bad experiences with eight of the industries. Retailers and banks have the most consumers saying good things about them, and TV service providers have the most consumers saying bad things. While more consumers are sharing positive feelings, consumers tell more people about a bad experience than they tell about a good experience. This negative bias is worst for airlines. As it turns out, Gen Xers and Older Boomers share news about a negative experience most frequently.

TABLE OF CONTENTS

• More Consumers Talk About Good Experiences
• Consumers Discuss Bad Experiences With More People

WHAT IT MEANS

• Keep Word Of Mouth Top Of Mind
• Related Research Documents

This is an excerpt

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