Remember the Coca Cola marketing disaster a few years ago? They tried to switch Coke drinkers to New Coke. It didn’t work. Fortunately, the company quickly recognized the problem and had the resources to recover fast. Their follow up research revealed that only 1 unhappy customer in 50 takes time to complain. The other 49 just quietly switch brands.
Welcome the Complaining Customer
Nobody likes to deal with an unhappy, disgruntled, complaining customer. However, statistics suggest that when a customer complains, we ought to be happy about it!
Complaining Customers Are Good
Remember the Coca Cola marketing disaster a few years ago? They tried to switch Coke drinkers to New Coke. It didn’t work. Fortunately, the company quickly recognized the problem and had the resources to recover fast. Their follow up research revealed that only 1 unhappy customer in 50 takes time to complain. The other 49 just quietly switch brands.