Check out this book: “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today’s Consumer-Driven World” by Pete Blackshaw
It’s an easy-read for anyone who wants a refresher or an overview on customer word of mouth.
I’m always grateful to see new books on this topic continue to appear because they keep customers (and the importance of treating them well, and what happens if you don’t) in the forefront of thought. I say this, especially now, because saving money has become more important than servicing or saving customers and that has a negative impact on your bottom line. Yes, I know the importance of cash flow in business, but you get my message here. At some point, cutting too deep (into service, customer care, return policies, employee training or whatever) can become lethal to a business – either leading to a quick or slow and painful death.
Read this book, it’s worth the refresher. Heck, borrow it from the library to save some dough. I did.