Endless wait times and excessive procedural fuss—it’s all part of a tactic called “sludge.”
  • postman@literature.cafe
    37·
    18 hours ago

    A little understood rule of retail is:

    • Customer buys something, has neutral opinion.

    • Product has a problem, customer has negative opinion.

    • Company resolves problem well, customer now has positive opinion.

    That’s a very important lesson for organisations to learn. A customer complaint is a golden advertising opportunity.