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Customer dissatisfaction may seem like a purely negative situation on the surface, but in reality, these customers can often turn into your greatest supporters if handled effectively. A good example of a loss-leader, your customer recovery team must not be afraid to go above and beyond to enthusiastically satisfy customers who have previously been disappointed

Although every business wants to avoid it, at some point, your customers may be disappointed in you.If a customer expresses their discontent with r your company— it’s a good thing. No, really. You now have the opportunity to turn the situation around rather than having them leave your establishment without ever returning. There are a

Always Prepare for the Unexpected

Wednesday, 04 March 2015 by

Crisis. When people hear this word, they squirm. That doesn’t change the fact that crises arise and that they must be confronted. If not dealt with, a crisis can greatly hinder a company’s ability to foster brand loyalty, attract new clientele, and more. Some reasons to prepare for the unexpected: Crisis is most often unexpected

Most managers and executives see customer recovery as nothing more than the process of repairing the brand image. While brand reputation is important, this statement is misleading. Customer recovery should first and foremost be about the customer. If your organization is focused on creating a loyal customer base, and if you want your business to

The What vs How of Customer Service

Tuesday, 13 January 2015 by

The initial cause of a customer service issue is less memorable to your clients than how you handle it. Mistakes happen; it’s how you rectify them that truly demonstrates your commitment to customer satisfaction. For example, let’s say you’re out for a nice dinner with your significant other and nothing is going well. The appetizers

Many businesses don’t fully appreciate how challenging it can be to satisfy their customers; it truly requires a multi-pronged approach to ensure that customers become and stay raving fans and brand advocates. The problem lies in the inability of many companies to see the simple, fundamental things that can easily make or break the customer

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

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