Packard Bell combats 'bad news.' (news of bad experiences with a company's products spreads more quickly than good news)(Brief Article)

HFN: The Weekly Newspaper for the Home Furnishing Network, November, 1995 by Johnson, Lisa

New York---Packard Bell sales trainer Brian Buck called it the "word of mouth" rule.

When a customer has a bad experience with are tailer or product, the customer tells everybody. Bad news, he said, gets repeated again and again. The reverse holds true for good news. Often, customers keep quiet about a good experience; they're afraid that if too may people find out about a good thing, there won't be enough of it to go around.

It's an odd phenomenon, but one that rings too true for the county's leading vendor of branded PCs.

Over the past year or so, Packard Bell has confronted litigation as well as scores of rumors about the quality and reliability of its product fine.

Packard Bell, s Buck conceded that some customers still ask retail...

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