Conversions

I realized recently that when a consumer has a brand hate experience, the company often has the opportunity to "convert" that experience to a positive one, especially when customer service is involved.  For example, even after a negative brand experience, a strong customer service response or other positive reply from the company can keep someone brand loyal and maybe even avoid negative word of mouth marketing.  In my posts, I want to track where opportunities for conversion occurred, and whether the company successfully converted the experience from brand hate to brand love, or at least to "brand like."