Posted: 05/04/2013 at 21:45
What an interesting and lively conversation! I teach customer experience, there's someting called the service recovery paradox. If the company recovers the service failure very well, the customer can go away happier than they would have if nothing had gone wrong. I quite like that idea, whether it is true or not.
BTW, as customers we have to complain, because if we don't how will the company know that we are not happy. They won't always respond, then we vote with our feet.
Social networking sites like this one are making life very difficult for business, because we talk to one another and spread the news when companies upset us
Martin Lewis of moneysupermarket.com suggests that you always complain to the managing director.