This article talks about a concept, which is demanding more and more attention as time goes by: how to satisfy customers, and how to win back displeased consumers.
The Dissatisfied Customer
There are many ways to solve the issue of customer service, and according to Nicole Fallon, the author of the article, the key idea is to get in contact with a displeased customer as soon as possible after the bad experience between producer and consumer. I must agree that this should be a key point, because psychologically, people establish their opinions and thoughts of others very quickly, and reacting as fast as possible before someone’s mind is made up could very well be what helps a firm keep its customers.
According to studies shown in the article, around 93% of customers would not change their opinion of a firm after a bad experience if the company did not react fast enough. The only issue with this for large firms is that it is incredibly hard to deal with so many people so quickly. Since the stronger and bigger companies have more people with issues to deal with everyday, it is hard for them to deal with each case individually. This could also potentially be the reason many firms have discounts or bonuses for members or people who buy their products frequently enough, as a type of customer service since they cannot help each case individually.
Because of all this it is very possible that what distinguishes the top firms in a certain area of expertise is how they handle their customer services. It is also quite likely that in the future there will be companies that will provide this service other firms.
Link to article: http://www.businessnewsdaily.com/7058-disappointed-customers.html
Image taken from: http://www.psdgraphics.com/psd/customer-service-icon-psd/
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