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Commonly the 1 unhappy customer might tell his story to ten of their friends or thousands+ of readers online. Fixing customer problems (especially drastic ones) carries large incentives, because those single stories will actually be observed, while the 1000 happy customers won‘t be mentioned.


The company will only fix problems for customers with sufficient social reach in that case.


Case in point:

20 years ago DHL told me the credit cards I was waiting for in Santa Cruz, California were suddenly in transit to South Korea.

As a one off it was a funny story. 10 years later they told me the computer that was sitting in a depot in London was on a ship back to the US.

I'll keep telling those stories until everyone involved had long since retired.




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