The power of negative word of mouth

Thanks to Patrick J. Lamb for his post "Negative Word Of Mouth Is An Absolute Killer" which points us to an important customer service story on NPR this week.  Patrick writes:

"Great story on Monday’s All Things Considered on NPR about the ramifications of poor customer
service.  The key is that customers who have a negative experience are more
likely to talk about it, and are likely to embellish it.  The story is based on
a study by the Wharton School of Business.  The critical conclusion–those who
hear negative word of mouth are not likely to buy the
from the seller who is the subject of the critical story.  Go here to
listen to the story–its worth the short time it takes."

It’s a must listen for anyone concerned with keeping customers.

-Susan Martin, Business Sanity

By Susan Martin

NYC based Business Coach, Consultant and Strategist Susan Martin is no stranger to entrepreneurship, as she spent the first 25 years of her career running her own successful companies before deciding to dedicate her work to helping others achieve "Business Sanity." A professionally trained business coach, Susan is a popular business workshop facilitator and speaker at events and professional groups in and around New York City. She helps business owners, executives, managers, salespeople and independent professionals stop struggling and learn how to run their businesses easily and effectively so that they can make more money, have less stress and more quality time to enjoy life. Susan's clients want to increase sales and profits, boost productivity, manage their time, motivate their employees, increase performance and leadership skills, plan strategically and have balance in their lives. She provides the guidance, support, encouragement and accountability needed to achieve their goals. If running your business is a struggle, contact Susan to find out how she can help.

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