Customer service reports and guides

Our customer service reports and guides are packed full of industry insights designed to help you grow your customer care offering and excel in your field.

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The Power of Word of Mouth Marketing

How much does what people have to say about a brand actually affect the business? How much power do recommendations and reviews actually hold, and should businesses be prioritising word of mouth marketing? To find out, we surveyed consumers from across the UK, asking them about their spending habits and inclination to leave reviews or talk to family and friends about their experiences with brands.