Beware of Dissatisfied Consumers: They Like to Blab

When consumers have a bad shopping experience they are likely to spread the word not to the store manager or salesperson but to friends family and colleagues. Overall if 100 people have a bad experience a retailer stands to lose between 32 and 36 current or potential customers. These are some of the conclusions of The Retail Customer Dissatisfaction Study 2006 conducted by The Jay H. Baker Retailing Initiative at Wharton and The Verde Group a Toronto consulting firm in the weeks before and after Christmas 2005. The biggest source of consumer dissatisfaction? Parking lots.

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