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<blockquote data-quote="John Roberts" data-source="post: 74776" data-attributes="member: 126">Re: Uli Behringer of The Music Group Q&amp;AUsers tend to weigh their anecdotal personal experience disproportionately. An early bad experience can leave a customer snake-bit assuming all XYZ products are similarly shoddy. I recall reading about one consumer study in the personal computer business (by IBM IIRC) where they determined that brand loyalty was actually increased by a good service experience with a positive outcome. Brand loyalty and the likelihood that the customer would buy another XYZ was actually increased in the population that experienced a product failure, with good outcome, vs. the customers with no product failure at all !!!Indeed every manufacturer has occasional random failures and if they stay in business long enough they even have a major screw-up (or more), where a product is just one challenge after another. That said there are huge differences in how companies deal with their customer service, and this experience is what customers react to long term, far more strongly than the failures themselves.So if you have been active in the business for any duration, you will have experienced several different company&#039;s service departments and drawn your own conclusions from that. To get a good reputation requires more than policing the sundry forums for squeaky wheels, but that is a start. Perceptions can not be changed by words but by actions, and that takes time to experience.&nbsp; JR</blockquote>

[QUOTE="John Roberts, post: 74776, member: 126"] Re: Uli Behringer of The Music Group Q&A Users tend to weigh their anecdotal personal experience disproportionately. An early bad experience can leave a customer snake-bit assuming all XYZ products are similarly shoddy. I recall reading about one consumer study in the personal computer business (by IBM IIRC) where they determined that brand loyalty was actually increased by a good service experience with a positive outcome. Brand loyalty and the likelihood that the customer would buy another XYZ was actually increased in the population that experienced a product failure, with good outcome, vs. the customers with no product failure at all !!! Indeed every manufacturer has occasional random failures and if they stay in business long enough they even have a major screw-up (or more), where a product is just one challenge after another. That said there are huge differences in how companies deal with their customer service, and this experience is what customers react to long term, far more strongly than the failures themselves. So if you have been active in the business for any duration, you will have experienced several different company's service departments and drawn your own conclusions from that. To get a good reputation requires more than policing the sundry forums for squeaky wheels, but that is a start. Perceptions can not be changed by words but by actions, and that takes time to experience. JR [/QUOTE]

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