Question

Gregor owns a company that specializes in mountain climbing equipment. He conducts a survey on customer satisfaction and discovers that 66% of his customers...of his own company while 33% have a negative view. Based on these results, he decides not to invest in better customer service reasoning that his company is getting...positive word-of-mouth as negative word-of-mouth. Which of the following statements best explains why Gregor's logic flawed? Dissatisfied customers produce more than twice as much word-of-mouth as satisfied customers do When it works properly to meet their needs Engaged employees

Answer 1

Dissatisfied customers produce more than twice as much word-of-mouth as satisfied customers do.

Gregors logic is flawed because because unsatisfied customers tend to stay angry at the product and indulges to communicate more regarding the product as the satisfied customer would. This in a way would be a negative promotion of the companys' products at a higher and faster rate.

Therefore his logic that he is reducing positive feedback even from the negative customer falls flat and is flawed.