marca strategy news & views
October 1, 2010
the power of an unhappy customer

no matter how good your product or service is you’re bound to have some unhappy customers. maybe there was a defect in the product, or they didn’t get the results they were hoping for, or the line up was too long, or your site was down. whatever the reason may be, what’s important is how you treat those customers. your reputation is on the line.  look at it as an opportunity to gain a customer for life. small events like this can take away from your brand and diminish all the hard work you’ve done to build your reputation. as Gary Vaynerchuk says, “we are now living with small town rules again.” word of mouth now a days spread like wildfire and people trust third party opinions much more than advertising or marketing campaigns. so one unhappy customer can turn many potential ones away. we’ve seen this in the “United broke my guitar” case. Read the story here.

really invest in living your brand during the difficult times of dealing with an unhappy customer.  It pays off. 


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