BUSN258 Week One Assignment - Customer Expectations and...

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Customer Expectations and Customer Service DeVry University, BUSN258 Professor Don Butler January 13, 2008
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4 Customer Expectations Reviewing the Facts 7. How do ripple effects escalate the problem of the lost customer? When upset customers begin advising others about the bad customer service experience they’ve dealt with before, can automatically up rise ripple effects. This one upset customer now doesn’t want anything to do with the business their unhappy by. “One lost customer” doesn’t sound too bad, but when ripple effects come into play that one lost customer can turn into many. Losing customers is actually losing money as well; it can even be seen as losing long-term money that could have been made if the customers were still around. Referring to chapter one from the text book they gave a scenario of how a ripple effect can make Happy Jack’s lose many customers and money just because the lost of one customer. The lost of Mrs. Williams was just an example of how word of mouth “ripple effect” can spread to 67
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This note was uploaded on 03/23/2008 for the course BIOLOGY IB Bio SL taught by Professor Mr.lapke during the Fall '10 term at Lincoln High School, Portland.

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BUSN258 Week One Assignment - Customer Expectations and...

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