For every dissatisfied customer who bothers to complain, 26 other customers remain silent.
Listen up. It’s worth paying attention to dissatisfied customers – in fact, you can’t afford not to. For every customer who complains, 26 more keep quiet. Since they so rarely speak up, the impressions of disgruntled customers become that much more valuable. They speak for dozens more who’ve since moved on, most without ever saying goodbye.
To recalibrate your customer service, you need to know what your customers think. Taking a proactive stance and reaching out for feedback at the appropriate time strikes a powerful chord: a) you show them you’re interested in their opinions, b) you turn unhappy people around in the moment, and c) you capture honest feedback. Listening to your customers can point to issues that may be driving people away.
Sogolytics CX helps you get the conversation started with your customers and keep the lines of communication open. Having a process in place to address customer satisfaction head-on will help reduce churn and provide insights as to how to deliver better service, meet customers’ needs, and exceed their expectations.
Learn more about how Sogolytics CX can help you connect with your dissatisfied customers and keep the rest happy. Sign up today for an upcoming webinar.