complaints
Handling A Customer Complaint? Here Are 6 Things You Need To Do
March 04 by Brian CantorComplaint management arguably represents the most dreaded form of customer engagement, and with good reason. Complaining customers are emotional, and that emotion often manifests as unpleasantness...
Ode to the Non-Complainers: How to Respond to a Happy Customer
October 24 by Kristina EveySo, what to do with that letter complimenting that good customer service? The first thing you must do is immediately acknowledge the letter to the sender. When a customer of yours takes the time t...
Do Customers Hate Your Customer Experience…Or, Do They Just Hate You?
January 18 by Brian CantorBy now, the notion that social media can instantaneously broadcast the sentiment of one disgruntled customer to an audience of millions has become an unavoidable reality for customer management prof...
Be Careful to Whom You Cave: How Lowe’s Failed Trying to Appease Complainers
December 15 by Brian CantorIf nothing else, the recent "Butt Seriously, Chapstick?" controversy shined light on an unfortunate risk facing marketers: thanks to the rise of social media, outrage from even the tiniest minority...
You're Too Worried About Customer Complaints...But...
November 14 by Brian CantorSome thrive on the back-and-forth interaction. Others use it as a fear tactic to get their senior executives behind investments into customer service and CRM. Either way, the idea of customer comp...
How to Achieve More with Less as You Satisfy Customers, Address Complaints
November 14 by Customer Management IQPeter F. Drucker rendered explicit the interrelationship between and among three distinct concepts—namely, abandonment, concentration and Pareto's Law (a.k.a. the 80/20 Principle). Abandon...
Company to Complaining Customer: Don’t Waste Our Time…Our Staff Won't Tolerate it
September 30 by Brian CantorWhile most companies do what is within reason to turn the frowns of disgruntled customers upside down, Australian-based fashion company GASP has no qualms about telling frustrated shoppers to take t...
It Ain’t Over Yet – Customers Still Outraged After Hurricane Irene
September 14 by Brian CantorLife might go on, and the disaster might be in the rear view of many East Coast Americans, but that does not mean all customers—and governments—are ready to forgive utilities companies o...
Making the Best of a Bad Situation
December 14 by CCW Digital EditorJudith Rott, Head of Customer Service for TUI Deutschland GmbH, gives a keynote speech at the first annual International Contact Center Expo and Conference in Miami. Judith discusses