More customers ready to rebuke companies that miss expectations
New ASU survey shows the number of consumers engaging in revenge-seeking behavior against companies has more than tripled over the past three years.
In this article published March 8, 2023, on Becker's Hospital Review:
Defusing customer rage is not rocket science. Although many customers are looking for repairs or refunds, they're also hoping for a sincere apology and acknowledgment of their complaints. These no-cost actions show that the company cares, is listening to the customer, and values them.
– Thomas Hollman, clinical associate professor of marketing
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