You're Only As Good As Your Worst Day
From a customer's standpoint, the reputation of a company is made or broken during the time there is a problem or a crisis.
If a faulty product or service results in endless customer care calls that lead nowhere or jumping legal loops, then the customers will take their business to some other company.
SIMILAR ARTICLES & IDEAS:
The spiral of silence is a human communication theory developed by Elisabeth Noelle-Neumann in the 1960s.
The theory explains how societies form shared opinions an how we make deci...
According to the theory of the spiral of silence, our desire to fit in with others means we will speak up if we think our opinion will be popular, or avoid expressing an opinion if it is unpopular.
The feedback loop means each time someone voices a popular opinion, the positive feedback from the group reinforces the feeling that it is safe to do so. Conversely, receiving a negative response for a divergent opinion will strengthen the view that they should avoid expressing it.
In both children and adults, being in ‘play mode’ is an essential and overlooked factor in the quest to learn about our surroundings, discovering our capabilities and finding new information. Not h...
When we take away the mind's impositions, restrictions, boundaries and the preset rules of how things should be, we can relook, dismantle and reform anything including how numbers and letters are represented or structured.
Understanding probability will help you get a more correct picture of the world and help you make better decisions.
Most of us fall prey to the same handful of issues beca...
When two event are interconnected, the former happening increases or decreases the probability of the latter happening.
In Naked Statistics, Charles Wheelan explains: “A different kind of mistake occurs when events that are independent are not treated as such . . . If you flip a fair coin 1,000,000 times and get 1,000,000 heads in a row, the probability of getting heads on the next flip is still 1/2. The very definition of statistical independence between two events is that the outcome of one has no effect on the outcome of another.”