When a customer is seen complaining about a brand, little does the brand realize that this can be a huge opportunity to understand their own business better. Most of the brands are quite far away from perceiving complaints as a stepping stone to rectify mistakes and align customer experience with what customers want. They need to realize that although complaints might sound negative and harsh, it’s something worth reflecting on, something that could put you miles ahead of your competitors.
Yes, customer complaints should rather be seen as a stimulus that shakes your business every now and then, driving a new evolution or change that otherwise might not get happen. They are meant to be embraced by your organization across all levels as this is one of the key practises that builds customer centricity.
To further reinstate the impact of customer complaints on businesses, we’ve created an infographic to support our claims and also provide you with tangible tips to manage complaints better. Because hey, knowing how to address these complaints is very important when it comes to turning disgruntled customers – those who complained in the first place – into happy and loyal brand evangelists.