Commenting on consumer loyalty research recently released, ServiceQuality.US president and chief innovation officer Jeffrey Kasper, D.D. said, “More so, than ever, we’re seeing consumers using social media sites like Facebook, Twitter, etc. to make their opinions known. Not only are they telling their friends about it verbally, these online reviews and comments are read by an average of 40 or more people. This magnifies one negative comment 40 or more times over the weight of other consumer complaints.” To find out more about this and other trends, click here.
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