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