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Only on SkinInc.com: Are Customers Always Right?
Posted: January 11, 2012
page 3 of 3
“You may feel it’s rude to consider some customers as less valuable than others, but research proves it’s true,” Kruger says. “The top 20% of your customers magnifies your profit, whereas the bottom 20% of your customers magnifies your complaints.”
“I feel it’s rude to reward complainers since loyal customers deserve to be rewarded. When you prioritize your customers with the 80/20 rule, you are prioritizing your profits,” concludes Kruger.
Betsy Kruger heads Strategic Power, a marketing consultancy committed to empowering world prosperity, one business at a time. She writes articles and helps clients magnify their profits.