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Business these days are largely dependent on "word of mouth" type of advertising, i.e. what the customer thinks and preaches about the organization.
So an unhappy customer can have a negative impact on the image of the organization, not only that, customers prefer the reviews and purchase experience of other consumers if a high priced product or service is to be purchased, and in such cases an unhappy customer giving bad reviews could adversely affect the organization.
There have been examples of customers taking to social media and blogging sites to vent their anger, and having a huge impact in driving the profit margin down.
so if an unhappy customer is identified, don't loose out the opportunity to make them a satisfied customer again,
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