Why companies don’t learn from their mistakes

The mobile phone bill is not quite correct, the wrong food is served at a restaurant or the hotel room hasn’t been properly cleaned: Most of us may have been annoyed about situations like these. Self-confident customers then usually vent their dissatisfaction towards a service employee. But what happens next? Do companies analyze the complaints of unhappy customers to learn from them and to improve the service quality? A new study suggests not. —> Read More Here


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