I attended a sales meeting last Thursday geared toward the group the leads and mentors our sales team. The sales team I am quickly thinking should be named Experience Consultants.
In the meeting the adage came up that a dis-satisfied customer will tell the story, at minimum, 10 or more times. Then I read The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld. On page 7 of the book he makes the statement that no longer will a dis-satisfied customer tell just 10 people but now has the potential to tell 10,000 people. That with advent of the Internet, blogs, email and chat room communities a consumer can tell the whole world in an instant what a poor experience they have with your company.
That is really old news but it was only made real to me on Thursday.