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I don't have the citation on hand, but this goes along with a study I read about customer loyalty. Customers who have a problem which is promptly corrected by t
by joshuacc 16y ago
I don't have the citation on hand, but this goes along with a study I read about customer loyalty. Customers who have a problem which is promptly corrected by the company are more loyal than customers that never have any problems.
- count 16y agoI think that makes a lot of sense - relationships build loyalty and trust (as long as they are positive in nature). Buying something and never interacting with the producer doesn't build much of a relationship - it's merely a transaction.
- chris_j 16y agoI think there's an awful lot of truth in that. You could make the argument that customers of Enterprise Software (that we love to deride) are not paying for the awesome quality of the software so much as for the assurance that the company will pull out all the stops to support them if anything does go wrong with the software. On a psychological level, that leads to a good relationship. On a practical level, that means that the customer is paying not for a great experience when things are going well but for a good experience when things go wrong.