on customer service

It's cheaper to keep an existing customer than to win a new one. Satisfied customers are more loyal customers. And it's easier than ever to spread the word about a poor customer experience. SearchCRM offers this article with stats on the value of customer service.

In Where’s My Laptop?, Dee Chisamera reports:

How much is a laptop worth these days? Well, according to a lawsuit against a local Best Buy local store in D.C. area, $54 million! Raelyn Campbell is an unsatisfied customer, who took her broken laptop to the “Geek Squad” at Best Buy, together with a warranty, due to hardware malfunctions, and never saw it again.

Chisamera continues,

Why $54 million? Raelyn Campbell, 37, said she is perfectly aware of the ridiculous amount, but if this is the only way to draw attention to the consumer property and privacy rules of Best Buy, so be it, and at the same time, because $54 billion is lost every year because of identity theft.

As they say: satisfied customers tell a few friends; dissatisfied customers tell everybody.

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.

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