Complaining Customers Are Good for Your Business

The power and influence of customers is stronger than ever before.

When your customers have a great experience with your company, they become like your personal hype squad. They'll shout your praises from the rooftops, telling everyone they know about how awesome you are.

And the best part?

It doesn't cost you a dime.

But here's the flip side.

If things go south and your customers aren't feeling the love, they will let the world know. And trust me, they won't hold back.

Research by Esteban Kolsky says that 13% of unhappy customers will vent their frustrations to at least 15 people.

Yikes, talk about spreading the word.

Now, here's the kicker – most unhappy customers won't even bother complaining directly to you.

They'll quietly slip away, taking their business elsewhere. In fact, a whopping 91% of unhappy customers will peace out without saying a word.

But hey, here's where things get interesting.

A customer complaint might seem like a headache, but it's actually a golden opportunity. See, when your customers speak up about what's bugging them, it's like getting a roadmap to making things better.

And when you swoop in and fix the issue, you're not just saving face – you're turning a frown upside down.

A study by Harvard Business Review found that customers who have a complaint handled in less than 5 minutes turn into their biggest fans.?

But here's the sobering truth.

If you drop the ball on customer service, it's going to cost you big time.

We're talking about a whopping $75 billion lost annually due to poor service, according to NewVoiceMedia.

So yeah, the stakes are high.

But with the right approach to complaint resolution, you can turn a potential disaster into an opportunity.

Valued Customers

Let's talk about the customer – vendor relationship.

You know, the good old transactional vibe where you pay for a product or service, and the vendor delivers – end of story, right?

Well, not quite.

Customers deserve more than just a product. They deserve a partnership – a direct line to their vendor, where the customer is not just a number in a database but a valued member of the team.

Think about it – while you might have one instance of the product, your vendor probably has hundreds of thousands of instances.

They've got insights, tips, and tricks up their sleeves that could make your experience even better.

But here's the kicker – you have to ask for it.

At ClearTouch, customer support is sacrosanct to us.

Would you believe we haven't had a customer churn in the past seven years? This is a testament to the experience that we offer our customers.

After all, we are in the business of helping our customers provide the best possible customer experience to their customers. The opportunity to deliver excellence to our customers is the last thing that we would miss.

Here is a sample of what we do for our customers:

• We are available 24x7 for our customers – call, email, and messaging.
• We address 95% of the customer issues in the first contact. Only high-level issues take a day or two turnaround time.
• Our platform is designed to be easily configurable, customizable, and integrable. Besides, our initial customizations are offered at no additional cost to our customers.
• We save 100s of hours for our customers in pulling together reports.
• We offer 99% uptime of our platform with built-in redundancy, availability, and security.

This is one of the reasons we can easily add customers worldwide for our offerings, and this is why customers continue to stay with us.

This is why we work directly with our customers at ClearTouch.

We don't work through solution partners, implementation partners, or professional services partners. After all, who would know the product better than the folks who built it?

That's why having a direct relationship with your vendor is important. When you've got a problem, you shouldn't have to jump through hoops to solve it.

When you have got a direct line to your vendor, magic happens. And sure, things might not always go smoothly. But guess what?

Customers actually rate vendors higher when they've had issues that were promptly and satisfactorily resolved.

It's all about trust and transparency.

So here's the deal.

Always ensure you work with vendors with whom you have a direct relationship. You don't want to go through other agencies or consulting firms.

As always, we'd love to hear your thoughts on this. Drop us a line or hit us up, and we can talk.

Wishing you a month filled with transformative experiences and positive vibes.