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Contagious Dissatisfaction

Most businesses wouldn’t question that it’s a good idea to resolve problems quickly to prevent erosion of their reputaton, but many don’t do a particularly good job of it. Even when it’s too late to fix the actual problem, an apology can mollify that customer and even result in reversal of the public criticism (see Apologies Really DO Work).

Martin Lindstrom, author of the best-selling Brandwashed, conducted a simple but telling experiment in a cooperative restaurant. […]

By |October 28th, 2011|

Use Ratings to Improve REAL Satisfaction

It’s no surprise that most of us will adjust our own expressed views to those around us. If your friends are raving about the meal you all just ate, you might tend to go with the flow rather […]

By |March 11th, 2011|