What is it?

What makes one person hate a product and another person love a product? I think the first thing that comes to my mind, is of course, personal preference. Second, could be a number of different things: I realize people right now might be thinking (if the product worked or not, if it met my needs, if it was worth the price, was the entire experience good or bad.. and so on). For me, I think it comes down to this: did the company meet my expectations? After all, isn't the company the one responsible for everything that happens good or bad? Think about that... If a company of any type (food, clothing, toy, automobile), developed a product or service and it worked the way you wanted it to, until you ended up replacing it, would you be happy with the product and the company? It is when these products or services from a company didn't meet your expectations, that you decide you no longer like this product and sometimes the company.

What would happen if a company that made you dissatisfied or unhappy had a team of people that were designed to not only take care of your problem, but to make sure you walk away happy. Not a team that took your phone calls and said "I'm sorry that happened", but a team that looked for the unsatisfied customers (sought them out), and made them believe in their company again. They would have to meet their expectations and surpass them (then again, calling the customer might be surpassing the current expectations now days).

A disadvantage to the company is, not every unhappy person will tell when they are unhappy. Not even giving the company a chance to resolve the issue. What would happen if a company let the public know they will give away either a gift, money, or a discount on future products, if someone were to give them a solid lead of an unhappy customer? Would people want the gift, money or discount bad enough to call in about their neighbor that is spreading around a negative viral campaign? Would you call in?

Can businesses change so as to be centered around a customers world, and still be profitable at the same time? Could spending the money to focus on customers end up paying for itself 10 fold? Strictly because the customers wouldn't leave you when they have a problem? Why or why not...
`chais