It didn't work. Fortunately, the company quickly recognized the problem and had the resources to recover fast. Their follow up research revealed that only 1 unhappy customer in 50 takes time to complain. The other 49 just quietly switch brands. It's human nature to avoid unpleasant experiences like customer complaints.
Nobody likes bad news.
But uncovering customer complaints and satisfying them can give you a powerful competitive advantage. The best choice may surprise you. You certainly don't want them to complain to a legal or public agency. And you definitely don't want them to complain to their friends and associates. Imagine how much business that can cost you.