Facts

88% of consumers are less likely to buy from companies who leave complaints unanswered.Source: www.desk.com
More than 60% of consumers are influenced by other consumers’ comments. Source: www.desk.com
For every customer who bothers to complain, 26 other customers remain silent.
take_away
Customer feedback is gold! Come up with internal processes to track complaints and go about fixing them. Also, do everything in your power to make it really easy for customers to give feedback and tell feedback, but the value added to your business is worth itSource: White House Office of Consumer Affairs
Knowing what's being about your company online allows you to see where you're succeeding and where you need improvement.
take_away
Unfiltered feedback from customers is a positive even when it's negative. A bad or so-so online review can actually help you because it gives customer certainty that the opinion is unbiased Source: Gail Goodman, Entrepreneur,2011
hurts
70% of buying experiences are based on how the customer feels they are being treated. Source: Mckinsey
lock
Resolve a complaint in the customer’s favor and they will do business with you again 70% of the time. Source: Lee Resources
83% of complainants that received a reply on complaint site or social media liked or loved the facts that the company responded.
Top two reasons for customer loss :

1. Customers fell poorly treated

2. Failure to solve a problem in a timely manner Source: Customer Experience Impact Report by Harris Interactive/RightNow,2010
Customers overwhelmingly show appreciation for great service with their wallets.
take_away
your company should invest heavily in measuring customer satisfaction over time and work to consistently give better service.
When customers share their story, they're not just sharing pain points. They're actually teaching you how to make your product, service, and business better.Your Customer service organization should be designed to effciently commnicate those issue. -Kristin smaby, "Being Human is God Business"
fact
58% of . customers perform online research about the products and services that they are considering purchasing. Source: Jim jansen, Pew Research Center’s Internet and American life Project,2010
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
sound take_away
Take the time to address unhappy customers and do everything in your power to remedy the situation. It’s not only worth keeping their business, but also avoiding any negative word of mouth exposure. Source: White house office of Customer affairs

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