Big service failures are bad news for business. They make for unhappy customers; they tend to result in complaints; and they may represent additional cost. If the company has really messed up and/or if the customers are very vocal, big failures may even get media’s attention, and lead to public embarrassment. But what about the … Continue reading Small service failures, customer dissatisfaction and defection
Tag: Customer dissatisfaction
Perceived blame, matters
In customer service, things are bound to go wrong, at some point. When that happens, it is important to not only understand what went wrong, but also what is the perceived cause of the problem, because that impacts on the recovery strategy. Take interacting with a chatbot, for instance. As discussed in a previous … Continue reading Perceived blame, matters
Level vs source of customer (dis)satisfaction
We sometimes think of customer satisfaction and dissatisfaction as two sides of the same coin. If a certain feature is present – say, courteous service – customers leave satisfied; if that same feature is absent, customers leave dissatisfied. So, to have happy customers, all we need to do is keep improving on that feature. … Continue reading Level vs source of customer (dis)satisfaction
When consumer love is skin deep
I had heard stories of very loyal customers displaying their love for a brand in very visible forms - for instance, getting a tattoo: (image source here) These customers have strong emotional loyalty towards the brands, which means that they will be more forgiving than the average customer, and less price sensitive. Just what every … Continue reading When consumer love is skin deep
Ana Canhoto 