New Post (181) : A complaining customer is valuable.
Businesses can turn customer complaints into a valuable source of insight.
Businesses should educate employees down the ranks—especially frontline employees—about the value that customer complaints provide to companies.
Complaints are a crucial source of information about potential problems with products, services, or procedures that might be causing customer attrition in addition to customer dissatisfaction.
They provide companies an opportunity to perform service recoveries and engage customers in a dialogue while doing so.
Companies that truly listen to their customers' complaints will gain valuable insights about customer needs and wishes. Companies can then apply those insights to improve the customer experience.
A complaining customer is a whole lot better than one who walks away from you silently.
A certain company opened up a “call a Director” direct line and gained immensely from it.
Charlie Brown
