More than ever, American consumers want revenge against companies taking advantage of them
W. P. Carey's National Consumer Rage Survey reported that customers who sought revenge against companies for poor treatment reached a record 74% last year.
In this story published Jan. 9, 2024, in The Dallas Morning News:
Scott Broetzmann, head of Customer Care Management and Consulting, runs the survey with the W. P. Carey School of Business at ASU. He told me that when he presented the survey results to companies 20 years ago, they did not recognize rage as a problem. Now, he says, they do.
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