The percentage of people who were very or extremely upset about company response when they complained increased to 68 percent from 60 percent in 2011, according a report from Arizona State University’s W.P Carey School of Business. The report also found that those who said they complained felt they got nothing as a result – up 9 percent. Some might say customer expectations are getting out of hand, but the report says many companies are “doing all the right things the wrong way.”

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