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 one 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. Remain silent 2. Complain to a legal or public agency 3. Complain to friends and anybody else who will listen 4. The best choice may surprise you.