Management Bug
2 min readFeb 24, 2021
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A dissatisfied customer feels a business did not provide a product or service as expected. (1)
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)
