Column: Missing the quality call - Bain & Company

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The Financial Express

Column: Missing the quality call

  • September 16, 2015
  • min read

The Financial Express

Column: Missing the quality call

A 2011 study by Bain & Company found that customers whose service requests are entertained and addressed using social media can spend significantly more on the company's services, while recent research by professors in the United States indicates that redressal of complaints made on social media triggers a "dual effect" of both improving the customer relationship as well as triggering "chains" of customers voicing their complaints on the platform.