Delivering an exceptional customer experience is especially difficult during a crisis. Internal chaos, for example because the supply chain is no longer working, can lead to errors, which in turn lead to dissatisfied customers.
The truth is, customer complaints are valuable even in the midst of uncertainty.
Why? A customer went out of their way to tell you their story!
The customer experience is a task that needs to be done around the clock. When mistakes happen, it is more important than ever to respond to them, acknowledge them and fix them.
Ultimately, a bad customer experience that goes unnoticed could lead to a devastating rating.
But now to the opportunities that arise.
Receiving constructive criticism gives you a second chance to get things right.
Our response should include three things: speed, precision and professionalism. A quick response can turn frustrated customers into happy promoters.
The next step is to convert the feedback into improvement. A complaint that leads to a better product or process leaves customers with a sense of recognition, appreciation and attachment to your brand.
Building a loyal customer base has its pitfalls. But even in these uncertain times, consistent and appropriate troubleshooting is what makes the difference between a good and a thriving business.