by the ripple effect of a customer leaving.
about 13 percent of the unhappy customers talk to their friends. things get worse.
while a happy customer is known to talk about the positive experience to about three or five people, an unhappy customer is known to complain about it to up to 20 people! you can forget about those 20 people bringing their business to your company.
furthermore, a lost customer can cause serious damage to your reputation. this is especially true if the customer had a particularly bad experience with customer service and is rather furious. you may already know how a delighted customer tells his friends but a furious customer tells 