manage the customer experience and what they say about it Research conducted by the White House Office of Consumer Affairs found that bad news hits 2.33 times more ears than good news. Further: Research by Ruby Newell-Legner found that, on average, it takes 12 good experiences to make up for one bad experience Research by […]

manage the customer experience and what they say about it Research conducted by the White House Office of Consumer Affairs found that bad news hits 2.33 times more ears than good news. Further: Research by Ruby Newell-Legner found that, on average, it takes 12 good experiences to make up for one bad experience Research by Esteban Kolsky found that 91% of people who have a bad experience do not complain to the business I went into a business recently and had an appalling customer service experience. I complained, only to be told that, ‘no one else has complained…’. There are two problems with this response: It is suggesting to me that my concerns are not legitimate It overlooks the fact that most people do not complain Complaining is difficult, so most people do not do it. However, they do tell their friends, and they will be reticent to go back…