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The customer experience is crucial to building brand loyalty and ensuring long-term growth; here are five surprising facts to consider when evaluating your customer experience. The main cause for customer churn isn’t price – its poor customer service. The probability of selling to an existing customer is 60-70%, while for new customers it’s 5-20%. A

The Five Levels of Customer Complaints

Wednesday, 03 December 2014 by

All complainers are not created equal.  As hard as it is to believe, there are actually five levels of complainers you will have to deal with, and understanding them will significantly reduce the challenges you and your company face in the long term.  Here’s a quick breakdown of the five levels: The Timid.  These people

Though it may seem counterintuitive, hearing customer complaints is actually a good thing. It indicates that your customer feedback system is working, and gives you the opportunity to save the customer and correct systemic issues within your business. This can dramatically improve customer recovery, retention and overall satisfaction. Statistics show if you resolve a complaint

When it comes to customer satisfaction and recovery, the most important process is that of receiving customer concerns, acknowledging them, and responding to them in a timely and effective manner. Customers whose concerns go unheard or unresolved, even if just for a few days, are likely to leave for a competitor. But this is largely

Most businesses today believe that they have an effective program in place to recover at-risk customers; most businesses are wrong. Just because a customer recovery program is in place does not mean that it’s effective. Over 80% of businesses believe they address customer concerns effectively, yet only 8% of consumers agree. This is a massive

Customer recovery can prove a significant challenge for businesses in many sectors of the marketplace. In a world of ever-increasing competition and decreasing customer satisfaction rates, even retaining happy customers can be a challenge. But winning over an at-risk customer who might leave for a competitor is worth its weight in gold; in fact, a

Atlanta, GA – September, 15th 2014 – ServiceCheck Inc., the leading provider of Guest Recovery and Feedback solutions, today announced it will showcase its guest recovery and feedback solutions at the MUFSO (Multi-Unit Foodservice Operators) Conference, October 5th-7th in Dallas, Texas. ServiceCheck brings a wealth of experience in driving the best-practices capture, management and analysis

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