Final answer:
Customers become irate when their expectations, based on information provided, are not met resulting in dissatisfaction with the product or service. Imperfect or unclear product information, along with poor early design decisions that affect functionality, can lead to frustration, voiced through negative reviews and impacting future customer decisions.
Step-by-step explanation:
Customers often become angry and irate due to a discrepancy between their expectations of satisfaction from a product or service and their actual experience with it. This discrepancy is usually the result of imperfect or unclear information, which can be about the product features, benefits, or potential drawbacks. When customers feel that their purchase decisions based on this information have led to regret or a negative experience, it can trigger a vocal response as they voice their opinions.
Likewise, poor design and difficulty in meeting customer needs can add to the frustration, especially if the issues cannot be resolved due to early design decisions. In today's interconnected world, customers base their purchase decisions on online reviews, thereby relying heavily on the opinions and experiences of others. Therefore, a negative review can significantly influence potential customers and can reflect poor evaluations based on various criteria that the original customer deemed essential, such as customer service, atmosphere, price, and quality.
For businesses, understanding the significance of clear and accurate information, and the impact of customer satisfaction on their reputation, is crucial. Companies must ensure that their customers have a positive experience to avoid negative feedback that could affect future sales and the company's reputation.