We all know that satisfying your customers is good, yeah.  Blah blah blah, have to keep them happy and all that.  What a pain.

But I have a great way of illustrating this.  I ask people two questions:

  1. How often do people tell you impassioned horror stories about travel experiences, especially airlines?
  2. When was the last time someone told you of a GOOD travel experience?

For most of us, of course, the ratio of bad stories to good is at least 10 to 1.

People love to tell horror stories, and go into great detail.  For some reason we crave that empathy and attention.  Good stories?  Not quite as interesting.  Unfortunate but true.

THAT’s why you want to be giving good experiences to your customers.  The bad experiences will propagate quickly, far and wide.  The good experiences won’t spread as quickly, but they’re deeper and will keep people coming back.

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