Subscribe to Our Newsletter

The Relenta CRM blog

It was worse if it will happen again

Lost for words

If a customer had had a bad experience with you, its negative impact may be worse than you think. Scientific American reports on the results of study published in the Journal of Experimental Psychology:

Researchers at New York University and Carnegie Mellon University conducted seven experiments to determine how people’s expectations shape their memories. In one test, they exposed 30 students to the noise of a vacuum cleaner for 40 seconds. Afterward, half were told they would have to hear the noise again, whereas the rest were told the study was over. Everyone was then asked to rate how irritated they were by the noise. Students who expected to hear it again consistently found it more irritating. Other tests involving stimuli that bored and annoyed subjects all yielded the same results.

Think about it.

*/ ?>