As you can understand from the image , bad impressions and feelings can be spread easier than good ones. Think about your daily life, how many people mention about their good experiences? Probably only a few ones do it. Most of people including me, prefer sharing the negative emotions and ideas.Now, I would like to try to explain the importance of dissatisfied customers with respect to this understanding. According to Blackshaw, while satisfied customers tell 3 friends their experiences, dissatisfied ones tell 3000! It may not be the exact number but there is a reality. One person says one thing and than other people say somethings much more than the first command like a big gossip. It is called "negative word of mouth". Also, companies will may lose more than their one shopping which is called "customer life time value". And if you lose it, it would be a great loss for you.Therefore companies should pay more attention to the dissatisfied costumers because they can harm the company more than you guess.
