96% of unhappy customers don’t complain

Recent research in the United States suggests that unhappy clients don’t complain. In fact, it found that only 4% of unhappy clients complain. This indicates that even if you have only a small number of complaints – it is likely that you have a much higher number of unhappy clients. The same research found that […]

Recent research in the United States suggests that unhappy clients don’t complain. In fact, it found that only 4% of unhappy clients complain. This indicates that even if you have only a small number of complaints – it is likely that you have a much higher number of unhappy clients. The same research found that of the unhappy customers who don’t complain, 91% will simply leave and never come back. This may seem counterintuitive. Most businesspeople tend to record the number of complaints and use this as a measure of customer satisfaction. The truth is, the fact that consumers don’t complain does not mean that they are satisfied. Further, and also counterintuitive, is the finding that people who complain often like the brand they are complaining about. Recent research examining online complaints found that it was people who were most engaged and passionate about a brand that complained the most.…

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Five Tips For Reducing
The Cost Of Branding.

Burning money on branding is more common than most marketers think. Because few businesses truly understand what a brand is and how branding works, advertising agencies, branding agencies and design studios have become expert at spending their client’s money without effective accountability.

Burning money on branding is more common than most marketers think. Because few businesses truly understand what a brand is and how branding works, advertising agencies, branding agencies and design studios have become expert at spending their client’s money without effective accountability.

1. Get out of the boardroom.

Perhaps the two most concerning issues about branding are the lack of understanding about what brand and branding are and the propensity to develop brands in the boardroom, perhaps with the help of a consultant.....

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