Of 12 industries, 4 generate more negative buzz than positive

Forrester asked 4,500 people about their reasons for talking about brands in 12 different industries and found that the answers depend on the industry and the talker's approximate age. For instance:

More people tend to share positive experiences than negative ones for brands in 8 of the 12 industries covered. The four bad buzz-driven ones? Credit card providers, health insurance plans, Internet service providers, and TV service providers. Makes sense.
PC makers and airlines tend to generate the most discussions; airlines generate more bad word of mouth than good.
Not surprisingly, Gen Y'ers and Gen X'ers talk most about about their experiences with brands, good or bad.

Bruce Temkin at Forrester wrote the report. His blog has more detail.

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Comment by Kim Proctor on July 29, 2009 at 4:52pm: Oh, and yes, us GenXers do love to talk about experiences with brands. I review every restaurant I go to, I have a 5 year old blog on customer experiences that are good and more that are bad (plus other content too at www.kimproctor.com). I can't help myself, I love sharing what I experience and helping other consumers and helping companies see where they can improve.

Comment by Kim Proctor on July 29, 2009 at 4:50pm: Wait phone companies didn't make the top 4, wow, hard to believe. Thanks for sharing this Ben.

Comment by Chris Scharff on June 20, 2009 at 4:55pm: Credit card providers, health insurance providers, internet service providers and TV service providers? Go figure. Four industries that focus on maximizing profits at the expense of their customers have bad buzz?