Hit,The,Jackpot,With,Customer, marketing Hit The Jackpot With Customer Complaints
Automation technologies represent a fundamental aspect of any modern industry. The major types of industrial automation solutions, such as DCS, PLC, SCADA, and MES, are used on a large-scale in process and discrete industries.DCS technologie Awhile ago, I got an email from one of the "gurus" I follow and it shocked me. The gist of it was this person wanted to trade services for a household item.To say it floored me would be an understatement.What was worse was a few days later t
Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on the fact that they are unhappy, but dont feel comfortable letting you know. What happens to the 49 unhappy customers who dont complain? Besides griping to 11 friends and family members, theyll just change products or places of business. Complaining Customers Are A BonusLets forget about the fact that complaining customers arent always polite or fun to deal with. Whats really happening when they let you know that you didnt meet their expectations?1. They are giving you the opportunity to fix the problem and keep them as customers.2. Let you in on problems that may have turned 49 other customers away.Encourage ComplaintsYeah, I know... I dread them too, but they are tools for growing your business. How easy is it for your customers to let you know they are dissatisfied with your product or service? Make it easy by...1. Offering a toll-free complaint hotline.2. Make customer satisfaction surveys available.3. Send follow up postcards after the purchase.4. Make a place on your Website for customer complaints. The Unhappy Customer's OptionsAn unhappy customer can do one of four things:1. Keep silent2. File a lawsuit or report you to an government agency3. Give you bad word-of-mouth advertising4. Complain to youRemember that your customers and clients know your businesses strengths and weaknesses much better than you do! They have first-hand experience to make their judgment from. When a customer takes the time to let you know what you need to improve you truly owe them a thank you! And dont forget... an unhappy customer that you turn into a happy customer becomes a loyal, life-long customer. Yeah, customer complaints pay off in the long run.
Hit,The,Jackpot,With,Customer,