When statistics hide the truth about customer complaints
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an…
Tag: complaints
Time to junk the satisfaction survey
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a…
Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local…
Closing the loop: the vital missing component in complaints handling
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being…
Customer service basics can make all the difference (part 2)
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common…
People not process will turn your complainers into raving fans
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s…
4 questions to check… are you exploiting your complaints goldmine?
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up…