Nhóm Quản trị Kinh doanh quốc tế dịch bài nha... Bạn @Nhat sang võ mai post bài nhé Trang Ngô It can happen to any business of any size: A customer isnt happy with your product or service and decides to express his or her displeasure, and once this happens, its pretty tough to win that customer back. Its a real challenge [to earn back] trust and loyalty where a disappointed customer is concerned, said Danny Rippon, chief solutions officer at customer engagement solutions provider Thunderhead. The ideal scenario is to avoid disappointing customers in the first place, [but sometimes] there are gaps in what customers expect and what companies are able to deliver. According to recent research by Thunderhead, 1 in 5 customers will stop trusting a company after one bad experience, and 25 percent will switch brands completely. Moreover, nearly one-third of customers will share a bad experience on social media or other public forum, which could potentially reach hundreds of thousands of other consumers.
Posted on: Wed, 03 Sep 2014 16:40:44 +0000
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