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Those who heard angry attacks had a harder time remembering later what the customer said or calling on working memory to solve problems, compared with those who heard respectful exchanges, according to the research, co-authored by Amir Erez, an associate professor of management at the University of Florida.
WSJ: Anger's Effects on Those Who Witness It
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Homeowner Joyce Harden, a Wells Fargo customer, said she and her husband had been trying to get a loan modification for almost four years, and now the bank was "doing the same thing" to her daughter in Florida.
BBC: Bank of America and Wells Fargo to be sued by New York
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Scary in the sense that if you are a given brand in any category and even though your loyal customer has remained loyal for X number of years regardless of price, said customer is now willing to turn their back on you all for the sake of saving money.
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