REPUTATION & How bad news travels fast. #ArizonaStateUniv #HelpfulResearch

“Each dissatisfied customer spreads the word to about 28 people.”

“According to the ASU study, disgruntled complainants are nearly three times more likely to express their unhappiness than those who have a good experience. Each dissatisfied customer spreads the word to about 28 people.”

– 2013 National Consumer Rage study by Arizona State University’s Center for Service Leadership, in “How to rattle a company’s cage” by Tod Marks retrieved 9/1/14 from … http://www.consumerreports.org/cro/news/2014/09/how-to-rattle-a-company-s-cage-and-get-great-service/index.htm