The worst customer is the silent customer. He is faithful to no one. We want the client to interact with us, writing to us and criticizing us.
About this quote
- What does it mean?
- Silent customers are unreliable because they do not communicate their needs. Companies should encourage interaction to build loyalty.
- In plain terms
- Silent customers are disloyal; ask them to talk to you.
- What can you take from it?
- Invite customer feedback to prevent silent disloyalty.
Where it applies
Putting it to work
Questions to consider
- How do you encourage silent customers to speak?
- What feedback loops exist in your business?
Another view
Some customers prefer privacy and may not want to interact.
More from Rolim Amaro
The customer who calls or writes me is an invaluable asset. He deserves positive responses.
Permalink to quote #13 A CEO need not understand deeply administrative, technical or political issues. But when it comes to implementing his vision, be it in improving services, cont…
Permalink to quote #15 What my experience, acquired in the worst possible way, shows is that in aviation no two accidents are alike.
Permalink to quote #12
Related quotes
I don't know if it's what you want, but it's what you get. :-)
Larry WallLarry Wall quote #5 It is a barren kind of criticism which tells you what a thing is not.
Alfred Whitney GriswoldAlfred Whitney Griswold quote #5 'If you ask any of the women we've worked with, some of them would say it's a very tough journey, but I don't think any of them would say we'd been patronising.
Trinny WoodallTrinny Woodall quote #7