Angry customers don’t come back,
Angry customers don’t come back,
. MARKETING SCIENCE FALL 2003Bougie et al. / IMPLICATIONS OF EMOTIONS Angry Customers Don’t Come Back, They Get Back: The Experience and Behavioral Implications. angry customers and the behavior that is instigated by them becomes crucial. Whereas most dissatisfied customers generally do not bother to complain, angry
Don't Bet On It
... find something better and soon.” “I hope you're right.” “If you want to stop over for a brew, come on over.” “Thanks, but not tonight. I'm not up to it, Tom.” “I'll talk to you in ... appeared to do so. Finally it came time to quit and until then I really believed the day would never come to an end. I drove home and checked my phone messages. The machine's blinking ind...
Don't Make Me Think
... Krug’s First Law of Usability DON’T MAKE ME THINK! Self-evident, obvious and self-explanatory The user should be able to “get it” 4 Krug’s First Law of Usability is Don’t Make Me Think. If you ... at 60 miles an hour.” Here’s a fact of life - users don’t read pages, they scan them. Mostly because they’re in a hurry, users know they don’t need to read everything, and frankly, they’re g...
Knowing When You Don’t Know
... study buddy what you just read or heard. If you don’t have a study
buddy, explain it to yourself. Make sure you don’t leave out any steps!
When you come to any point where your explanation is unclear,
when ... question. Take it in
small chunks.
6. If you don’t have an answer, re-read the same section to try again.
7. If you still don’t have an answer, read the parts that come jus...