| reply to Nightfall
Re: Positive stories don't make the headlines I actually think a person with a negative experience will tell well over 30 people especially with the internet. Pete Blackshaw in his most recent book talks about a Customer with a bad experience telling 3000 (I believe it is even more).
In terms of getting better, I actually believe we have the right people, but we need to make sure they have the right tools to do it right the first time. We are implementing these tools and will work to create the right experience, |
