The Biggest Mistakes Companies Make With Their Customers

American consumers don’t feel that their relationships with businesses are improving, according to a new study [download page] from Thunderhead.com. Among the intriguing study findings: one-quarter of customers would switch to a different provider on the basis of a single negative experience, and about 1 in 5 would never re-establish trust in a provider after a significant negative experience. Respondents to the study seem particularly irked by overbearing and irrelevant communications, as well as slow response times. (more…)