Do You Hear Your Customers Screaming? (Probably Not.)


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ATTENTION! Anyone who sells anything to anybody: You’re not hearing the complaints.

Why? Because you’re customers are SCREAMING and telling their friends, Facebook compatriots, blog readers and other audiences how horrible you are. And yet they’re not telling you.

Or they are telling you, but since you’re choosing not to listen, they are taking matters into their own hands.

They are posting things like this:

And this:

And this:

And how about this:

What to do about this? Some ideas:

  • Make sure you’re actually listening. Anyone can do a quick search and find loads of haters. The important thing is to find out if they’re complaining about things you can actually address. (Hint – you can!)
  • Empower your employees and customers to speak up when the moment is right. Don’t let someone walk away with a constructive complaint in their head and nowhere to put it.
  • Respond! How hard would it be? Yes, it means sometimes admitting you’re wrong, but that’s what we want to hear if you really are wrong.

Your customers are screaming. And you aren’t hearing them. It’s time to change that.

Photo Credit: The University of Salford via Creative Commons License

Republished with author's permission from original post.

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”


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