I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest.
By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX work—changing processes, building new programs, studying company metrics on customer satisfaction—that we overlook or take for granted the one-on-one aspects of CX. The challenge increases the more a CX program grows and the more we involve the entire organization in our work.
Are our employees communicating appropriately with customers? Do they have skills for turning around an unhappy customer? Do they listen—really listen—to what our customers have to say?
https://customerthink.com/one-on-one-cx-5-tips-to-ensure-first-responders-are-great-with-customers/
How you deal with them can have a big impact on your business – mishandled complaints often lead to poor customer feedback and lost business. But if you handle customer complaints well, you can often turn a negative into a positive. Here’s a step by step process on how to deal with customer complaints.
http://www.bmmagazine.co.uk/in-business/advice/how-do-you-deal-with-customer-complaints/
Customer complaints provide amazing feedback that allows a brand to reinvent itself, re-position itself and stay relevant, says Femi Adebanji, research head at the Service Excellence Institute. Research shows that only 4% of customers will complain following a bad experience, while 96% will not voice a complaint.
Furthermore, while customers might not voice a complaint following a bad service experience, 91% will not come back and would rather do business with competitors.
https://www.mediaupdate.co.za/marketing/144269/why-customer-complaints-are-good-for-brands/
In today’s Internet-driven world, customers have more power than ever.
If customers have a positive customer experience, they will share this experience with friends, family and connections, which in turn can lead to new business. All at zero cost.
But what happens if you fail to provide a positive customer experience?
https://www.superoffice.com/blog/customer-complaints-good-for-business/
