Book-Marketing Tip of the Day – June 5, 2017

The vast amount of customer surveys deal with "service recovery" how to react when a customer complains. A new theory finds that beginning a survey "by asking for a compliment (such as "What went well during your visit?") increased reported levels of satisfaction and boosted the chance that customers would purchase again, the amount of money they would spend, and their loyalty over time." Harvard Business Review, January-February 2017