How do ripple effects escalate the problem of the lost customer?

Question

In companies Customer Service

Answer 1

Well, customers who are not satisfied and are unhappy will eventually lose their trust with the company. This in turn, too, will create problems regarding the company's reputation because unhappy customers will spread their bad experiences to their colleagues and relatives. As soon as possible, if this case happens, then be able to provide a letter of apology and be sincere to admit mistakes.


Mary
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Answer 2

When a customer is unhappy, they usually don't keep it to themselves. It's estimated each customer tells something like 5 other people about the bad experience they had. These people then have a lower image of the company, which makes them more likely to interpret any experience with the company or product in a negative light. That makes it more likely that you will have another lost customer, who will tell more people, etc.

The worst part is that the most p*ssed off customers are less likely to complain to the company, thus missing the opportunity to reach a resolution. Customers who have had a negative experience successfully resolved are often more loyal than those who have never had a problem. Decades of experience and billions in lost sales prove that customer service in invariably a positive investment for any business.