turn the negative into a positive Research in the United States has found that negative experiences have a far more significant and lasting impact on people than positive experiences. It takes, on average, 12 positive experiences to make up for one bad experience. There is real merit in minimising negative experiences, particularly given that a […]

turn the negative into a positive Research in the United States has found that negative experiences have a far more significant and lasting impact on people than positive experiences. It takes, on average, 12 positive experiences to make up for one bad experience. There is real merit in minimising negative experiences, particularly given that a loyal customer is worth, on average, ten times more than their first purchase. With this in mind, it is interesting to note Australian research showing that only 47% of people who lodge a complaint about a product with a vendor, report having the problem ‘resolved’. In other words, 53% report that the issue was not resolved. Further, for that 53%, the likelihood of a repeat purchase or referral is very low. The likelihood of the business extracting full value from those customers is negligible. In Australia, the industries reported to be worst in this regard…