The ubiquity of internet access and the popularity of online review sites and other forms of social media, have led to an increase in the opportunity for customers to share their consumption experiences with others. For instance, sharing an entry in Trip Advisor, posting an update on Facebook, or even uploading a video to YouTube. … Continue reading Impact of negative online reviews on restaurant staff
Tag: Customer complaints
When loyalty programmes backfire: loyalty, entitlement and complaints
Disappointed customers complain. And while really loyal customers may be more forgiving that others, when they do feel disappointed and complain, they are particularly difficult to recover. These general truths of business make it particularly important to understand disappointment in loyal customers. Researchers Xiaofei Li, Baolong Ma and Chen Zhou conducted a study about … Continue reading When loyalty programmes backfire: loyalty, entitlement and complaints
The many facets of customer complaining behaviour
Handling customer complaints is a critical, yet challenging job. Some customers make their voice heard loudly, while others do so quietly. Some want to talk directly with someone, others prefer remote channels like feedback cards or e-mails. And in this age of social media, minor problems can quickly spiral out of control, so it is … Continue reading The many facets of customer complaining behaviour
What stops customers complaining to you
If customer complaints are part and parcel of doing business (and, even, are beneficial for you), then you really want to make sure that an unhappy customer will complain directly to you, instead of switching to a competitor or taking to social media to let the world know about their negative consumption experiences. This presentation … Continue reading What stops customers complaining to you
New presentation on slide share: 3 reasons to embrace negative customer feedback
Inspired by Mark Schaefer's podcast episode number 41 (get it here), I decided to convert one of my blogposts into a slide share presentation, to increase its reach. The original blogpost is here. And here is the presentation (which is also available here): I am very keen to hear your views: What do you think of this … Continue reading New presentation on slide share: 3 reasons to embrace negative customer feedback
Ana Canhoto 