Which of the following statements regarding customer satisfaction is incorrect?
A) Bad news is communicated to more people than good news.
B) Complainers are more likely to do business with you again than noncomplainers.
C) The average business hears from more than 10 of its unhappy customers.
D) For every complaint received, 26 customers actually have the same problem.
E) Of customers who have their complaints resolved quickly, 95 will continue to conduct business with the firm.
Question 2
Instead of cutting prices, it is often a better idea for a firm to find ways to build value into the product and justify the current price.
Indicate whether the statement is true or false
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