Not many people these days do business with a company blindly. Whether you're purchasing round trip tickets to Australia or buying a new pair of shoes, chances are you've read a review before seeking their service. In fact, nearly 90 percent of consumers are influenced by internet reviews, either positive or negative.
One of the biggest influences on those reviews is how good - or bad - a business' service is. Customers are slightly more likely to report negative incidents than they are positive ones. This places an even bigger emphasis on customer service than ever before - including interactions on social media sites, which have become an incredibly common medium for communications.