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Beware Consumers With a Grudge

December 19, 2007 by  

What’s the old marketing adage? “Happy customers will tell two out of ten friends. Angry customers will tell eight out of ten friends.” Consumers have more opportunity than before to complain about your brand than ever before. Check out these examples:

Marketplaces like Amazon, eBay, Epinions provide feedback mechanisms to praise or trash their transaction experience. So be conscious of your reputation.

  • Make sure your customer representatives are treating customers properly.
  • Always provide a solution. It’s unacceptable to say that nothing can be done. Offer choices, a discount, or a credit — anything as a means of trying to reach a compromise.
  • Do your best but realize that not everyone can be satisfied no matter how hard you try.
  • Try to be proactive at relationship building, not reactive.

Please share your thoughts or horror stories.
-Roland

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