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[Simon]

Leveraging Customer Complaints Into Customer Loyalty
An effective feedback system is worth its weight in service reps
By Craig Cochran

Many organizations consider complaints to be anything but what they are: urgent calls to action from a trusted source. When a customer complains, your organization is at a crossroads where one of two results can occur:

- You'll address the causes of the complaint, let the customer know the actions you've taken and strengthen your customer's loyalty.

- You'll fiddle-faddle around, fail to address the causes, never let the customer know anything and ultimately lose that customer.

A complaint is really a fork in the road, and the choice of paths couldn't be more different. Go one way and ensure your long-term success; go the other and strangle slowly from your own ineptitude.

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Regards,
Simon

[Simon]

Showing you care is one strategy for stimulating the satisfaction and caressing the loyalty zones of customers. Not because you really care, but because you know that by appearing to care improves your chances of retaining their business. Perhaps a bit cynical.

Dealing with customer complaints with empathy and efficiency is one tactic in a range of tactics for keeping the customer satisfied?

But what are the other tactics? Which have the most/least impact on customer satisfaction? And how much time, energy and resource should we devote to understanding them, as well as setting objectives, measuring, meeting and improving our performance of them.

What is the ideal (cost-effective) level of customer satisfaction: 80, 90, 100%?

Regards,
Simon