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.