The Web For Blog

Internet marketing observations, perspectives, tips and tricks for your education and enlightenment.

A Million of Their Closest Strangers

Mark Kawabe - Wednesday, March 09, 2011

A post on Facebook about an unhappy experience with a local business reminded me of a quote I read in Joseph Jaffe's Customer Service Manifesto:

The old marketing adage is that a satisfed customer will tell 5-7 of their friends about their experience, whereas the dissatisfed customer will tell 15-20. Today, an unhappy customer will tell “a million of their closest strangers."

When you leave someone unhappy, you risk doing irreparable harm to your business reputation. Social media gives the customer a powerful tool to voice their opinions about your company, good or bad.

Best to focus on delivering a better customer experience, wouldn't you agree?

Here's the manifesto, in case you haven't read it.