What are some of the consequences to positive social customer service for companies?

• A. Higher retention rate of customers and More customer recommendations.
• B. Lower retention rate of customers and fewer customer recommendations.
• C. Increased operating costs and higher churn.
• D. Decline in customer engagement.

Answer: (D)

Positive social customer service builds trust and loyalty by showing that a brand cares, responds quickly, and resolves issues transparently in public. This kind of support strengthens the emotional connection customers feel with the brand, making them more likely to stay loyal and make repeat purchases. Satisfied customers also become advocates, sharing their positive experiences with friends and networks, which leads to more recommendations.

In contrast, outcomes like lower retention, higher churn, reduced engagement, or higher costs are typically associated with negative experiences or poor service, not with positive social interactions. So the best conclusion is that positive social customer service tends to raise both retention and word-of-mouth referrals.