Customer Complaint Or Query? Move Quickly Before Your Customers Do!


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Responding quickly to a customer service complaint or enquiry has always been a key ingredient of a great customer experience. There’s news now that ‘quickly’ has a very different meaning to what it had even just a couple of years ago!

Research from Lithium Technologies highlights that 53% of customers who ask a brand a question on Twitter expect a response within one hour! Yes, one hour! If a customer makes a complaint to a brand using Twitter, that figure goes up to a whopping 72%!!!

The report goes on to say that if a company doesn’t respond within that one hour time frame, 38% of people feel more negatively towards the brand, and an amazing 60% will spread the bad news against the brand using social media.

Why do they do that?  Well, 74% of customers believe that if they take to social media to criticise a company, this leads to better service! In other words, if they think that if they shout about it, you’ll sort it! It’s all about the power of ‘word of mouse’!

The key is obviously to stop the problems happening in the first place, but if they do happen, do you have the people and the processes to spot them? Crucially, do you have the people and processes to deal with them? It’s all about ‘Dealing With Disappointment’ – want to find out how? Click here for more.

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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