Posted on 10/19/2016 12:45:17 PM PDT by SargeK
A California teacher recently did a double take after she received an email from the travel website Expedia.
Cara Viramontes logged in to check her itinerary and saw a message that said, "F*** You!" She then discovered her family's travel reservation had been cancelled.
(Excerpt) Read more at wgntv.com ...
15 Statistics That Should Change The Business World – But Haven’t
https://www.linkedin.com/pulse/20130604134550-284615-15-statistics-that-should-change-the-business-world-but-haven-t
Here are my (author’s) top 15 favourite stats from this list:
1. Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service – Accenture global customer satisfaction report 2008.
2. A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related – Bain & Company.
3. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
4. For every customer complaint there are 26 other unhappy customers who have remained silent –Lee Resource.
5. A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
6. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1Financial Training services.
7. A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.
8. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair.
9. 70% of buying experiences are based on how the customer feels they are being treated – McKinsey.
10. 55% of customers would pay extra to guarantee a better service – Defaqto research.
11. Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, compared to ‘only’ giving you a score of 4.8. – TeleFaction data research.
12. It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner.
13. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company.
14. It costs 6–7 times more to acquire a new customer than retain an existing one – Bain & Company.
15. eCommerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers – McKinsey.
After making a negative review...why use them again?
L M A O
Maybe they wrote “Thank you” but it was changed by the auto spell-check.
“Maybe they wrote “Thank you” but it was changed by the auto spell-check.”
LOL, I am going to use that one day.
California + teacher.
Not sure I trust the word of anyone with that combo.
A California teacher
That should say enough right there, but Most Teachers in California can not read or write above the 3rd grade level.
Yes, I am sure that’s it. In fact spell check probably misinterpreted some past e-mails that I had sent in that way. Oh well it’s an imperfect technology.
Good to keep in mind.
I’m thinking she mistook GFY as
not meaning ‘good for you.’
Hoax.
Someone at NFL Headquarters needs to read that list.
:-)
I take unbridge to that remarck.
LOL!
At least it wasn’t as bad as the pet sitting company in Texas (Prestigious Pets) that sued for $1 million over a bad review.
The good news is that Older Kid is currently going to college to become a teacher and she’s probably slightly more conservative than I am, so there’ll be at least one California teacher that you may find trustworthy.
Viramontes has sneaking suspicion that she knows why the comment was directed at her. She’d complained about being charged for travel insurance for her 8-month-old son even though he didn’t need an airline ticket and was going to sit on her lap.
She said the employee she talked to wasn’t helpful and wouldn’t let her speak to a supervisor when she asked to do so. Viramontes said she was “honest” when responding to a survey about her customer service experience.
Two days later, she learned her trip had been canceled. She also noticed the message containing an expletive. She contacted customer service and was told she was to blame for the canceled reservation.
She wanted the opportunity to make another negative review. A CA teacher, she probably is a looney leftist and these people make themselves feel better by making others miserable.
Once a customer becomes toxic, it’s best to disengage.
Disclaimer: Opinions posted on Free Republic are those of the individual posters and do not necessarily represent the opinion of Free Republic or its management. All materials posted herein are protected by copyright law and the exemption for fair use of copyrighted works.