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Experience Design, Marketing, Travel & Tourism

Customer Complaints are Awesome

By William Bakker | 07.01.11 | Comment?

This was one of the messages from John O’Nolan‘s fantastic presentation at the DMO’s and social media conference in Valancia last week.

John rightfully pointed out that when people care enough about your product, take time out of their day and go through the effort to tell you that you need to fix a problem, it probably means they care and want you to succeed.

This is a huge opportunity. Fix the problem, invite them back and you might have a customer for life, and an advocate for your business.

That’s marketing.

I can’t wait for his book ‘Designing Emotion‘ to come out.

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