Management Practice Insights

Abstract

Problem of practice: The customer rage survey 2023 reports 74% of customers experienced problems with products or services last year, more than double of the figure in ^1976.1 Even more alarming is the statistic that 63% of customers who experienced a product failure reported feeling rage, which leads to an increase in aggressive behavior during problem resolution. Dissatisfied customers are not silent sufferers – 79% make an effort to voice their complaints. The impact of vocal customer dissatisfaction has only multiplied, thanks to the deep penetration of smartphones and social media platforms. In our essay, we highlight a possible solution – derived from an innovative study by Dennis Herhausen and team.² The insight suggests that a prompt, empathetic response that reflects the client’s emotional state can go a long way in placating the irate customer.