how many converts will an unhappy customer make?

We live in a world of consumer choice – often so bewildering that many people ask others for recommendations - good and bad.

Word of Mouth has always played an important part in the fortunes of a business but now it goes beyond people we meet. We can canvass opinion from all over the world without leaving home. So it makes sense to invest in this ‘unknown’ market and take every opportunity to satisfy those people who chose to invest in you.

90% of dis-satisfied customers will not complain so companies cannot directly control or manage ‘negative word of mouth’. But you can influence and investigate it and you can work to reduce or reverse it.

Attracting new customers is costly but losing customers is both costly and wasteful. If you can reverse negative assumptions and win back former customers by really listening to their views, they will reward you – not just with business in the short term but with the ongoing marketing of positive recommendation.

Research will help you to find out what your customers are really saying about you and will give you another chance to show them how you care.