May 22, 2007 |
Posted By Patrick J. Lamb |
0 Comments |
Negative Word Of Mouth Is An Absolute Killer
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.
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