This is truth!

First of all they tell you about weak sides of your software and business. So, you know what must be improved and polished. Second, angry users can become the most loyal ones.

Surprised?

In psychology, this is called “Pendulum effect” – it’s much easier to move the pendulum to the right if it’s on the left rather than in the bottom. Often it’s easier to turn the negative emotions into positive than to turn no emotions into positive.

Sometimes, an initially angry user whom you help polite and quickly to resolve his problem will become more loyal to your software or service than an average user. The emotional people often express their emotions on public forums or blogs. Turn their negative emotions into positive one and such users will be good word-of-mouth conductors.

For many years in software development and product support business I tried this technique many times and this really works.

Posted in Marketing Support
No Comments Yet Posted by Dennis Crane