“All happy customers are alike; each unhappy customer is unhappy in its own way.”
Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences.
This is especially true with a client we’re working with right now. The happy customers sound so similar that it’s almost boring. Almost. They like the people; the product does what it’s supposed to do, and customer expectations are set appropriately. Unfortunately, that description only applies to half their customers. (more…)