A Silent Customer Isn’t Always A Happy Customer


Share on LinkedIn

We frequently go through some of our larger customer accounts and call the customers to check in and see how the service is working for them.  On one occasion I came across a very large account.  At first glance I noted that the customer dutifully paid their bill each month and almost never called customer service.

When I called and spoke with them, I found out that they were experiencing a number of technical issues and were considering switching to a different provider.  They didn’t have the time to call us to complain or try to resolve the issues.  I went into the call thinking the customer was going to sing our praises, only to find out that we had some issues to deal with.  While I wasn’t able to resolve all of their issues in that moment, I was able to open up a feedback loop with the customer to work toward a resolution.

Net Promoter Score (NPS) is a fantastic way to measure how likely our customers are to recommend us to their friends and colleagues.  What I learned in this example though is that we have a whole group of customers that may be too busy to call customer service or complete one of our NPS surveys.

This is a great reminder that a silent customer isn’t always a happy customer.  Never underestimate the importance of periodically reaching out to your customers– especially the large ones.  This regular contact with them will give you valuable insight into how your customers experience your service and may very well turn a detractor into a promoter.

How often do you reach out to your customers?  Please take a moment to share your thoughts in a comment.

Republished with author's permission from original post.

Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here