Management Bug

Eduardo Espinheira
2 min readFeb 24, 2021

A dissatisfied customer feels a business did not provide a product or service as expected. (1)

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Your customers are wired to remember negative experiences. For every poor unresolved experience, it takes 12 positive ones to make up for it. That’s why chasing customer satisfaction is a never-ending race. Instead of delighting your customers, your energy is better spent on removing the main causes of their dissatisfaction. (2)

Eduardo Espinheira

Eduardo Espinheira is a Consultant, Facilitator, Manager, Public Speaker, Creator of the Management Bugs&Fixes and the Machiavellian PM Stories