When customers feel dissatisfied with products and services,
they have two options: they can say something or they can
walk away. If they walk away, they give organizations virtually
no opportunity to fix their dissatisfaction. Complaining customers are
still talking with us, giving us an opportunity to recapture their 
so they will be more likely to buy from us again. In the world of the
modern Internet, word of mouth has grown from simple dinner-table
conversation to a global shout at a banquet with thousands of diners. 
So as much as we might not like to receive negative feedback,
 customerswho complain directly to us are giving us a gift .
 by Janelle Barlow

One thought on “Customers

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