Tag Archives: customer complaints

Can You Guess the Happy Customer/Angry Customer Equation?


Time flies. It’s a couple of decades ago now that while I was consulting with Apple Computer I absorbed that culture’s belief that an angry customer tells 20 people while a happy customer tells three. 

I’m certain those numbers are no longer valid. Technology changed them. 

Today, it’s like this: happy customers tell a few people, and angry customers tell the whole world. 

It gets worse. Happy customers tell a few people, and one in a thousand posts up some praise, which nobody believes because it reads like selling. But 6 of 10 angry customers post up complaints, and everybody believes complaints.  

So you tell me: what’s the business lesson here? 

(Image: bigstockphoto.com)