Dimensional Research conducted a Q1 2013 survey of US internet users who had recently interacted with the customer service departments of mid-sized companies. Interestingly, they found that among those who said they had had a positive customer service experience, more said it was because they received a quick resolution to their problem, rather than a desirable outcome. The customers who had a poor experience most often cited talking to several people to achieve a resolution as the cause of their unhappiness. But about two-thirds of respondents said that they either had to speak to someone who was unpleasant, or that their problem took too long to fix. When it came to sharing customer experiences, bad news had a way of traveling farther than good. Customers were more likely to share bad CRM experiences than good ones, no matter what communication channel they used. That practice carried over to the way customers shared CRM stories on social media and on online review sites, such as Yelp. Get the full story at eMarketer