G. Tomas M. Hult
Unfortunately, many dissatisfied customers opt not to complain. Over the last three decades, ACSI data show that 12.8% of customers formally complained to companies but, in reality, 30% of customers complained more informally about brands on social media. These non-complaining but disgruntled customers instead leave the company and buy substitute products. The takeaway is that it is often better to have customers complain than not … [ Read more ]
Content: Quotation | Author: G. Tomas M. Hult | Source: Harvard Business Review | Subject: Customer Related
G. Tomas M. Hult
Every interaction between a company and a customer is an opportunity. For the company, it’s a chance to reinforce brand quality and value with the goal of achieving customer satisfaction and loyalty. For the customer, it’s a chance to provide input on their needs, satisfaction with previous experiences, and expectations for future engagements with your brand.
Content: Quotation | Author: G. Tomas M. Hult | Source: Harvard Business Review | Subject: Customer Related