Every business has its share of customer complaints. In today’s competitive and fast paced world, businesses are expected to be agile and keep adapting their services, methods of working and technology to meet the needs of the customers. Also thanks to the advent of social media, customers are quick to discover latest trends, demand the same from their providers and instantly post their feedback on social sites if they are not satisfied. Customer is indeed king and today he knows this!
Provide Avenues For Customers To Post Feedback
Almost every business has some means to solicit customer feedback. This could be via dedicated customer support teams, customer surveys or complaint cells. It is very important for customers to know that they can reach out to the business if they have any positive or negative feedback. Typically, it has been observed that customers resort to posting complaints on public forums only after they have not been satisfied with the response to their complaints from the business itself.
Take Complaints Positively
Businesses can go a long way in improving their services if they take their customers complaints in a positive light. An unhappy customer is a sign of something missing in your delivery chain. It is worth troubleshooting to find out the root cause of the difficulty being faced by the customer. This could result in improved services that benefit all customers or could set the foundation for a totally new service as your current portfolio might not be meeting market demands. In either case, hearing the voice of the customer ultimately benefits your business and leads to positive growth.
Payza Sucks?
One good example of using customer complaints for constructive improvement is Payza - an online payment processing platform. Payza states that it aims to adapt to the needs of the customers and therefore always listens to their complaints. To further substantiate this, Payza gives some examples of how it has used complaints to improve its services. When customers complained that disputes were taking a long time to resolve, Payza created a dedicated resolution centre. This has been positively received by the customers. Similarly when users complained of not enough customer support, Payza extended its customer support hours.
This is a great example of having a consumer focused mindset which goes a long way in building customer loyalty.
Provide Avenues For Customers To Post Feedback
Almost every business has some means to solicit customer feedback. This could be via dedicated customer support teams, customer surveys or complaint cells. It is very important for customers to know that they can reach out to the business if they have any positive or negative feedback. Typically, it has been observed that customers resort to posting complaints on public forums only after they have not been satisfied with the response to their complaints from the business itself.
Take Complaints Positively
Businesses can go a long way in improving their services if they take their customers complaints in a positive light. An unhappy customer is a sign of something missing in your delivery chain. It is worth troubleshooting to find out the root cause of the difficulty being faced by the customer. This could result in improved services that benefit all customers or could set the foundation for a totally new service as your current portfolio might not be meeting market demands. In either case, hearing the voice of the customer ultimately benefits your business and leads to positive growth.
Payza Sucks?
One good example of using customer complaints for constructive improvement is Payza - an online payment processing platform. Payza states that it aims to adapt to the needs of the customers and therefore always listens to their complaints. To further substantiate this, Payza gives some examples of how it has used complaints to improve its services. When customers complained that disputes were taking a long time to resolve, Payza created a dedicated resolution centre. This has been positively received by the customers. Similarly when users complained of not enough customer support, Payza extended its customer support hours.
This is a great example of having a consumer focused mindset which goes a long way in building customer loyalty.
