Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about complaints reports, your carefully-planned day is ruined as you have to follow it up out of curiosity, weird as that may sound. Thus, today, the … Continue reading When statistics hide the truth about customer complaints
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a couple who were selling their new-build house at less than they paid for it “because it was sh*t”. Apparently, the poor people had got so fed up with the number … Continue reading Time to junk the satisfaction survey
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me to think about your recent experience in the Emergency Department. How likely are you to recommend us to your friends and family if they needed … Continue reading Net Promoter Score – what’s the point?
Even a fictional character can have a bad customer experience George was feeling a bit strange. Together with her cousins Dick, Julian and Anne – not forgetting her dog Timmy – The Famous Five, as they’d become known, had been revived for an advertising campaign by GWR so here they were, sitting on a brand-new … Continue reading Five Go Mad at GWR
For a really effective way to manage complaints profitably, you have to be prepared to learn I don’t often look to fictional characters for management advice, but if you’ve had any exposure to the Star Wars universe, you’ll know that diminutive Jedi master Yoda is capable of some cornball wisdom that occasionally hits the spot. … Continue reading Closing the loop – listen to Yoda
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
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those and the following examples of basic customer service – and my experiences over the post-Christmas period emphasised this: Communication is everything Here’s the remaining four … Continue reading Customer service basics can make all the difference (part 2)
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s a moment of truth that can turn a disgruntled customer into a raving fan – or drive them raving mad. A company’s typical response to creating a great complaint handling … Continue reading People not process will turn your complainers into raving fans
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question or, on some occasions, I’ve had to take a phone call from someone aggressively selling me PPI claims services I don’t need. Well, now the … Continue reading 4 questions to check… are you exploiting your complaints goldmine?