How to make each of your customers tell 16 new prospects not to use your product/service…

While perusing the American Express® Global Customer Service Barometer (a poll of consumers’ opinions on customer service in the United States and nine other countries) I came across some interesting data.

1.As many as nine individuals will hear about a customer’s positive experience with excellent service.
2.The bad word about poor service gets out to nearly twice as many individuals (16) as the good.


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