Why do dissatisfied customers keep quiet?
The single most important reason for customers not voicing their dissatisfaction is their past experience with a brand. If a customer had lodged a complaint and did not receive a positive feedback from the company, then the customer decides that it is a waste of time to keep raising his voice. And the organisation is to be blamed for responses ranging from polite tolerance to downright denial of a problem. An inappropriate response to the customer is the surest way of burying customer loyalty. If you are serious about building customer loyalty, listen to your complaining customers and make sure that their grievances are addressed properly. Why do organisations respond the way they do? The main reason for the knee jerk manner in which organisations respond to customer complaints has to do with the perceptions associated with complaints. It is assumed, not without some justification, that a customer complaint register is an indicator of the product quality. Most definitely there is a def
