Customers. They're the source of life for companies and fuel our economic engines. But, they're also getting increasingly, um, grumpy. What's happening that's causing our valued customers to become more and more enraged?

Given the fact that everyone with a business card says they differentiate themselves with "excellent customer service," what's behind the dramatic increase in customer rage?

Customer Rage is Rising
Lalita Amos

The findings of the report, released by the Customer Care Alliance in collaboration with the W.P. Carey School of Business at the University of Arizona, indicate that the relationship between buyers and sellers is getting rockier -- not better. Most of us can relate a customer service horror story involving things from airline service to the treatment received in the medical industrial complex.

Why is Rage an Important Indicator?

Jerry Wilson, who studied the automotive industry, in his book Word of Mouth Marketing, coined the Rule of 3-33. He found that customers were 11 times more likely to tell others about a negative experience than a positive one. Make a customer unhappy? They're likely to tell 30 others, who in turn will tell another 10 each. Delight that customer? They'll only tell, on average, three. Three! 

Additional reports show Wilson's findings weren't a fluke. The White House Office of Consumer Affairs found that the dissatisfied masses average 9 negative "shout-outs," while a California marketing research firm focused on autos saw an average of 22. A Dallas research firm studying banking, found that each banking mistake racked up an additional 11 people involved.

The research is holding firm: Customers are talking and their negative stories are spreading.
 

What's On Tap to Help You Grow for '06?

Podcasting

Join Lalita and her guests on her "Like Nobody's Business" podcast. She'll dig into the key things business owners need to be successful -- access to resources (information, capital and people) as well as ideas for what to do to expand professional habits or change ones that are in the way.

You can listen from our website or, for the tech savvy, you can subscribe and automatically receive new episodes. Lalita's podcast has recently been picked up by the Apple iTunes music store (be very afraid - grin)!

Individual Coaching

Part strategic planning, part project management, part training, part professional development and all productive, results-driven collaboration, this relationship with a trained, Strategic Thinking Partner ^TM will help you work towards your company's long-term future while dealing with immediate, pressing issues.

Experience coaching before you decide.

Success Factory™ Mastermind Incubation and Acceleration Advisory Groups

In our experience, we've found that business owners can be an isolated lot. The Success Factory brings the best of coaching and consulting with the best thinking of others. Groups (both fact-to-face and virtual) are being formed now.

Read further and book yourself into the no cost info session.

Biz by Buzz ^TM, the Business Referral Challenge

You know there's an "Old Boy's Network." You don't even begrudge them for it. You just wish you could create your own group of business referral collaborators that will help you find and close the kinds of deals you dream of. We're not interested in tips and tricks like what side to put your name badge on (right side, by the way) and you're not interested in adding even more people to your Rolodex to cold call.

Read on for more info and book yourself into an info session.

Advancement Retreats ^TM

October is Strategic Planning Month. We'll be offering Indy-based and off-site opportunities to review past successes and plan for future accomplishment. Curious? Read future issues and see if this system is what you need to help you leap into 2007.

Ebooks and White Papers

This year, our Ebooks and White Papers section will include free and very low cost information sheets, checklists, informational booklets and other materials that won't break the bank. Because of demand, we've also included podcast transcripts and archived newsletter articles will be housed here.

Check back often to see what's available: this section will be expanding quite a bit in the next several months. If you don't see something you'd like, let us know!

Newsletter

Like Nobody's Business is a monthly e-zine designed with the micro-enterprise business owner and entrepreneurial manager in mind. With valuable insights and thoughts about being both professionally and personally prosperous, Like Nobody's Business aims to help people have a full life as well as a full business.-defined "small businesses" of less than 200 employees.

You'll find information about referral-based marketing and ways to be more productive in your business or career, as well as light-hearted reports and connections to Must-Know Pro's (professionals key to business success).

Archived Issues

Next Newsletter:

Say You're Sorry! The Power of Authentic, Accountable Apologizing