How to Conduct a “Customer Listening Session” | Top Executive.
Tony Mayo
MARCH 10, 2010
Similarly, Hart, Heskett, and Sasser (1990) suggest that those with memories of poor service tell approximately 11 people while those with pleasant recollections tell only six. 1 Unhappy customers are 5-20 times more likely to tell others about their bad experience than satisfied customers are to spread good news.
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