"We have a 99 percent satisfaction rating." Is that good? Well, if you are a retail store, it could be exceptional. If you are a hospital, it could mean that you are giving one new born baby a month, to the wrong family. Not so good. We don't … [Read more...]
Encourage Feedback
September 24, 2014 by
When our customers complain, we turn the other way and call them ignorant or, worst still, idiots. In reality, most customers don't complain. They take their business elsewhere. New customer acquisition costs about 5 times more than retaining an … [Read more...]
