In the world of business, negative customer feedback is a given.
There is no way to avoid it, but there is a positive aspect to this. Believe it or not, negative feedback from customers can be a good thing.
Scratch that, it can be a great thing!
Most companies consider customer psychology tough to understand. If you receive negative feedback, really listen to it; try to find the underlying cause of the problem. Once the problem is clear, then go ahead and come up with a solution.
“Your most unhappy customers are your greatest source of learning.”
— Bill Gates
It might seem like a bitter pill to swallow at first, but once you think about it you will realize it’s a chance to improve. Listening to customers helps narrow down any glaring issues in your sales, marketing, strategy, supply chain, pricing points, and operations. According to Harvard Business Review, a 10% rise in your Net Promoter Score can result in a 6%-7% jump in revenue. Bottom line is, be glad you have unhappy customers.
Getting defensive or emotional is not a good idea. There are many ways to fine-tune your response strategy; here are some tips from the experts to help you out.
In the slides, you will find:
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