The missed opportunity in complaints handling that might save your marriage!

Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to detect and, if possible, avert complaints before they even happen. If a complaint does occur, it is so important to make sure it is easy for the customer to provide … Continue reading The missed opportunity in complaints handling that might save your marriage!

Closing the loop: the vital missing component in complaints handling

You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer feedback. Companies need to widen their focus from purely complaints i.e. dealing with the “expression of dissatisfaction” to a more strategic approach that I refer … Continue reading Closing the loop: the vital missing component in complaints handling

Forget Chief Customer Officer, welcome to the new “COO”

There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a customer-centric company. Although not yet present in every organisation, the idea of a Chief Customer Officer is beginning to take hold, with an increasing number of organisations making the appointment. … Continue reading Forget Chief Customer Officer, welcome to the new “COO”

Are you an “accidental entrepreneur”? Time to cut the BS!

Entrepreneur. The word has a certain mystique, possibly because of its French origins – a combination of entreprendre, meaning to undertake, and enterprise – and possibly because of what it means to some people. To some this creates a vision of successful business magnates, tycoons or other captain-of-industry types. To others it could be that one or two-man company, working all … Continue reading Are you an “accidental entrepreneur”? Time to cut the BS!