Originally posted by dtango
Hi Arlo:
Sorry man, I can't see the logic in your statements. Not sure how your big mac story illustrates the invalidity of the statistics.
Also if replying to your claim that I was indicting HTC's business is being defensive - wow sorry you see it that way. I would assume that a reasonable person like yourself would respond the same way if someone claimed you said something you didn't and try to clarify the message no?
And why do you keep insisting that I am somehow implying HTC made a poor business decision? That was certainly not the intent.
Hi back yet again again,
Well, I didn't mean to rain on your statistical parade and all but how can you NOT see it? You make a claim, I give you an example of how that claim can indeed be false. You say that it's illogical so I give you another example and you say that's illogical ad infinitum ... all because you used some statistics that you thought applied here perfectly and I didn't buy it.
Just one last chance for you not to see what seems plain as day to me:
- "The average business will hear nothing from 96 percent of unhappy clients. In other words, only 4 percent will bother to complain. So, for every complaint you hear, twenty-four others go unreported."
Again .... what about the customers posting here that are thrilled with the change? What percentage of the overall customer base do your statistics reveal they represent? What percentage of them will become disgruntled, leave and never come back if HT caves in to the "I pay damned good money for that Lala, dammit!" whine? Then again, maybe they won't. Maybe the "Statistics prove disgruntled customers leave and take their money with them" argument doesn't bear as much merit as you think, in this case.
- "90 percent of dissatisfied clients will not come back or buy again. "
There will always be a percentage of customers dissatisfied. But do you really think that anyone who's played this game for six months or longer is going to leave and not ever come back over this? If so ... they were just looking for an excuse, probably.
- "Every dissatisfied client will tell at least nine other people."
Again ... who are they going to tell and what effect will it have, specificly dealing with HTC?
- "68 percent of clients who stop doing business with you do so because of company indifference. "
If you're not meaning to infer that HTC is indifferent about it's client base then why even bring this particular statistic up? HTC obviously is not indifferent or you wouldn't have even seen this attempt to address customer complaints about disparity in the main arena.
- "Of the customers who register a complaint, up to 70 percent will do business with the organization again if their complaint is resolved. Up to 95 percent will do business if the problem is resolved quickly."
And what if the complaint is irrational or doesn't reflect or meet the desires of the majority of the customer base? What if changing things back causes an equal or greater amount of protest? It took HT years to come to this decision. I'm willing to bet he expected at least this much meltdown the first week. We'll see, as time goes by, if statistics prove that he'll lose ten customers for every one whining here and never see them again.
[/list]
~~~~~~~~~~~~~~~~~~~~~~
Yeah ... I know .... you don't get it. None of that applies to your perfect statistical logic. How can it?
And hi again again again for next time.
