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
