Bad behaviour, good customer

Listening to the Harvard Business Review podcast this morning with Misiek Piskorski of Harvard Business School and Anthony J. Bradley of Gartner Research, this quote stood out: “Some conflict when properly resolved will get you a stronger community” – and the stat that customers with complaints are more likely to become a brand advocate – are two ideas that are bouncing around my mind right now. [more thoughts to come..]

One thought on “Bad behaviour, good customer

  1. I listened to that same podcast Stuart and it underlines the importance of encouraging customers to share their views with you in the open and in resolving any issues they have quickly and openly. Gone are the days when these things are brushed under the carpet.

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