Company image is really your customer’s perception of you. If they suspect you of dishonesty after dealing with poor usability, your image has been lowered.
Honestly, I don’t know if was Sprint’s online customer service that put in a note for me to get my battery replaced, or if it was the representative at the Sprint store who saw an opportunity to turn an unhappy customer into a happy one, but it worked. Just two days after writing a bad review, I’m now writing a good one.
If you want your customers to stay, you need to gain their trust. Some companies are really good at this, and others just aren’t. A classic example of a company that doesn’t care about their customers it Sprint. All they care about is maximizing their profits with their remaining customers, driving them away as well. What can we learn from this? Sprint cannot be trusted. If you care about your company, don’t be like Sprint.