CCMC research was recently quoted in an article published on the Pittsburgh Post-Gazette website.
…disgruntled complainants are almost three times more likely to express their unhappiness to others than those who have a good experience. Each dissatisfied customer spreads the word to about 28 people.
Click here to download a PDF of the article entitled How to survive do-it-yourself customer service. (PDF, 155Kb).
Read the full article on the Pittsburgh Post-Gazette.
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President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.