What is it good for? Absolutely nothing!

Published by on november 26, 2005 at 12:45 e m

Exactly that is the feeling you get as a consumer, when you give positive feedback to companies. They only respond on feedback to consumers that are not satisfied.

When companies only give unsatisfied consumers good feedback
they create a negative ground for their corporate culture.

If the customer is not let inside, there is a risk that he may force his way in as a “Trojan horse” employee. Disloyalty can cause incredible damage: program code can be posted on the internet, blueprints can be spread across the world, new films and games can be leaked well before their premiere. Disloyalty can take every so subtle forms as well. How many times have you gone into a store to be told by an employee that the “other store” had a better/cheaper product? Dissatisfied customers can be expensive for everyone, especially if they work for you.
How can companies get ONE into the corporate DNA?
How can a satisfied customer recruit others?