An oldie but goodie with a slight addendum in light of the impact of social media.
- A customer who is pleased after doing business with you tells one person
- A customer apathetic to your experience tells no one
- A customer who has a bad customer experience tells approximately nine people OR …
- … they blog about it and you experience the online firestorm that Kohls has had after someone’s cell phone camera met up with a messy dressing room
