Customer service strategy more important in emerging markets

Barney Beal of SearchCRM.com reports today that customers in emerging markets seem to have more bad experiences to share thereby making a customer service strategy even more important for businesses. According to the results of a recent survey by Accenture,
the survey, conducted over the summer, found that 87% of consumers in emerging markets switched providers in at least one industry sector because of poor service in the past year. That’s 18% more than the global average. And, the survey suggests, they’re not hesitant to tell others about their experiences — 69% tell their acquaintances about bad experiences and 25% use social media to spread the word. In emerging markets, 40% of consumers said they use blogs and other online media to tell others about their negative experiences.

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