The 3/3,000 Rule For Customer Retention By Carl Gerhardt

By Carl Gerhardt

What are your customers saying about you? There is a book by Pete Blackshaw called "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000." Over the years, I have heard various ratios about how far-reaching positive and negative comments can be. It’s always skewed heavily to the negative, and the Internet and social media take this to a new level. This is what the book covers.

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Business Management - Marketing/Sales

Carl Gerhardt Author's page Carl Gerhardt is the chairman of Alliance Franchise Brands LLC, the parent company of Allegra Network LLC and Sign & Graphics Operations LCC, and a world leader in marketing, visual and graphics communications, linking more than 600 locations in the United States, Canada and United Kingdom. The company’s Marketing & Print Division, headquartered in Plymouth, MI, is comprised of Allegra, American Speedy Printing, Insty-Prints, Speedy Printing and Zippy Print brands of marketing, printing, mailing and Web services providers. Its Sign & Graphics Division, headquartered in Columbia, MD, is comprised of Image360, Signs By Tomorrow and Signs Now brands of sign and graphics communications providers.

Carl and his wife, Judy, owned and operated their own successful Allegra franchise for nearly 20 years before selling the $2.3 million operation in 2003. He is a PrintImage International/NAQP Honorary Lifetime Member and was inducted into NAPL’s prestigious Soderstrom Society in 2010 in recognition of his contribution to the industry.

The 3/3,000 Rule for Customer Retention