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I’m certain those numbers are no longer valid.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?