Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Complaining customers are the best motivators

The average person today can take a problem viral in hours. Now, thousands hear about problems within 24 hours. The average person has 130+ friends on Facebook and has numerous connections on Linkedin, Twitter, etc. They've got venting down pat but that does nothing to solve the problem.

"In my book, 'The Customer is Boss', I show you how to complain correctly. Most people begin their complaint with the person they are complaining about. Not a good idea," said Tschohl.

It all starts at the bottom and many people don't believe it will do any good - and they are often right. After all, if the complaint comes in at the bottom level, they surely are not going to send it on up to management to show what a terrible job they did of handling it.

"I don't consider people complainers, I think of them as my motivators," explained Tschohl. "Why? Because they motivate me and my staff to give them what they need, to do what is right and to have these same complainers (motivators) leave with a smile on their faces. I tell everyone that they have the right to a good experience, a quality product, and top of the line customer service. I also tell everyone that it's their responsibility to let the appropriate channels know when there is an issue. You deserve quality and top notch performance."

A common complaint is that people hate their bank but they haven't left yet. Ask them why and they say it will simply take too much time and they are all the same anyway. "But no, they are not all the same. Let your bank know that you are considering leaving and what processes, procedures, charges offend you, and let them know you will stay if they make some adjustments. All you have to do is let them know what you want," says Tschohl.

Your customers should not feel the need to be apologetic when complaining about bad service, either. They are doing you a favour by complaining (motivating) and letting you know what's gone wrong, and who needs to be done to fix the problem for future customers - effectively helping you create the maximum number of satisfied customers possible.

"Two companies that I feel have set the bar high on taking care of customers and consistently rating at the top of customer satisfaction are Disney and Amazon. Polls show that their customers are overwhelmingly happy and will continue to come back," concluded Tschohl. "Research has shown that customers with issues that are resolved quickly can often turn into loyal customers and even brand advocates."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)