Word of Mouth Disparity
Negative information is much more likely to be shared and is transferred much faster.
People are much more likely to share negative experiences about a product than positive ones. Further, they share negative experiences with more people including strangers. Here’s some key stats [Source]:
+ 95% of customer who have a bad experience tell someone about it, compared to 87% who share good experiences.
+ Customers with bad experiences were 50% more likely to share it on social media and post a review.
+ Over 50% of customers share a bad experience at least 5 times compared to 33% of customers with a positive experience.