According to a new research study from Wharton and the Verde Group – published in the Results of The Retail Customer Dissatisfaction Study 2006 (PDF) – of those shoppers who experienced problems with a retailer, only 6% contacted the company, but 31% went on to tell friends and family. Of those, 8% told one person, 8% told two people, and 6% told six or more people. The study further found that out of 100 dissatisfied customers a retailer stands to lose between 32 and 36 current or potential customers.
The study truly illustrates the power of negative word of mouth and the retelling of stories. Indeed, and according to the study, “the complaints have an even greater impact on shoppers who were not directly involved as the story spreads and is embellished. Almost half those surveyed, 48%, reported they have avoided a store in the past because of someone else’s negative experience.”

I think today, the world of the internet can multiply those numbers. Indeed, look at the positive feelings your experience generated; And of course there will be a willingness of many to share this story with others..or even on other sites…

Hmm, turning this a bit to recruiting.. sometimes I read something on the net, and wonder did they say that, really, in public?

Carl, do you think that sometimes people forget the power of the internet? for positive and negative?

Great post by the way! Really makes one think!

Anyways, do want to say, excellent advice.
Karen