How to Benefit From Customer Complaints
I’m always happy to pass on great info...and this is great info! I’ve included a few snippets below lifted from the full article.
Why customer complaints matter
Businesses of all sizes spend a lot of time, money, and effort trying to find out what their customers think of them. For small businesses in particular, this can be time-consuming and expensive. You may have used online surveys, comment cards in your location, social media surveys, or even in-person customer focus groups to try to get a handle on what you’re doing right—and wrong.
What you can learn from customer complaints
Customer complaints are a tool you can use to quickly improve your products, services, and customer experience. They can tell you:
- What systems, processes, or policies at your business aren’t working
- Which employees are not pulling their weight
- Which products or services need to be improved or eliminated from your offerings
- What your competitors are doing that you could learn from
How to get the most value from customer complaints
Here are seven steps to getting maximum value from customer complaints:
- Look at things from the customer’s point of view. It’s human nature to become defensive—but to get the most from customer complaints, you need to take the opposite approach. Assume the customer is right, and look at what your business did wrong to generate the complaint.
Do you need more detail on this subject? Head on over to the full article here for more ideas and perspective. Afterwards, why not drop me an email to share your thoughts [email protected]; or call me on (0467) 749 378.
Thanks,
Robert