Why customers leave: the breakdown

http://blog.getsatisfaction.com/2010/10/04/fastest-way-to-lose-customers/?view=socialstudies

by cwan • 16 years ago

35 11 16 years ago

blog.getsatisfaction.com

bonsaitree• 16 years ago

Without a link describing the methods used to garner this information and the raw data itself, these conclusions are, at best, suspect.

JoachimSchipper• 16 years ago

... especially since using getsatisfaction is supposed to improve a company's customer service.

Their decision to create lots of "unofficial" support sites (e.g. http://getsatisfaction.com/gm - note that the "unofficial" is easy to miss) was also... controversial. Especially since companies had to pay quite a bit to take over this "support" forum.

nhebb• 16 years ago

According to the footnote, the numbers are compiled from a potpourri of external sources. That's kind of surprising to me. I would think that GetSatisfaction has grown big enough to run their own surveys.

I didn't see anything in the numbers that was a big surprise, but I don't trust the 68% leave because of the treatment they receive vs. 14% that leave due to dissatisfaction with the product or service. The numbers seem skewed toward GetSatisfaction's forte.

spxdcz• 16 years ago

Would have been nice to have just seen these as normal graphs; the "infographic" style feels a bit OTT for this kind of (very important) data, and almost trivializes it.

I do question, though, where the "A company's following count should not [be] higher than 10% of their follower count" comes from? That sounds like utter rubbish. Why 10%? And why shouldn't a company follow back every one of their followers (rather than just an elite 10%), so that, for example, they can exchange private DMs with more-sensitive information? There's no direct source for this incredibly arbitrary number. (or, put another way, "[citation needed]"...)

giffo• 16 years ago

The Infographic makes it easy to follow and understand for a simple mind like myself.

I agree with your point about twitter following, However I suspect its just something the user is very use to, being treated as unimportant by companies thus not worth following.

StavrosK2• 16 years ago

Hmm, I never understood the use of a company Twitter account following people. Why do you need to read other people's statuses on your company account?

The historious Twitter account, for example, only follows the parent company's account, just to show that it's a Stochastic project, and nobody else. If we need DMs, we email people or urge them to email us, as we'll probably need a larger space to write in anyway.

Is there a benefit I'm missing?

dangravell• 16 years ago

Depends what you mean by 'people'. It's useful where you are building an interest group of people from the same domain. If those people are 'mavens' it can be a useful to see their thoughts and engage them in discussion.

abraham• 16 years ago

Twitter users with high follower to low following ratios are commonly viewed as being popular and interesting. Users with high following/low follower ratios are generally viewed as trying to game follow backs.

coryl• 16 years ago

Erm, that wasn't even a very good infographic. Usually there's some sort of theme or agenda. These are just a bunch of factoids and numbers strung together.

Unsatisfied!

terra_t• 16 years ago

-150 infographic blogspam.

Why customers leave: the breakdown

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