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Negative Consumer Feedback Can Warn of Danger Ahead
Writing in Chief Marketer, Promise Phelon of The Phelon Group pointed out that satisfied customers' willingness to talk about your company and refer others can be an indicator of your company's ability to meet and exceed expectations. Dissatisfied customers are often forward-leaning warning signs for businesses that have made bad decisions or going in the wrong direction. Encouraging your advocates to talk about you positively can help, but even at this stage there are warning signs of a failing relationship between the company and its customers, including:
* Customers willing to talk demand deep discounts, cash, or "points" first.
* Customer willingness to speak publicly about you is "vapor" and the happy customers must be re-qualified every time they are approached.
* Customers always seem to have an excuse for why they can't talk about you, no matter what's offered in return.