What do you do when you have a problem?
You talk to people. You seek help.
When a customer has an (unresolved) problem they talk to people—on social media, at homes and offices, in gatherings.
The word spreads.
Now, for many of your prospective customers, you are a company that has not been able to solve “that problem” (one rarely remembers) of “that client” (no one remembers). All they remember is that “once upon a time” your company failed to deliver good service to a customer.
Do you know it takes 12 positive experiences to compensate for the damage done by one unresolved negative experience?
It means every service delivery is important. Every customer is crucial. And customer happiness is more important than you have thought if you don’t want to get indulged in the endless cycle of resolving negative experiences.
Today the customer service practices have evolved tremendously. Customers are more empowered. They are aware of proper channels to talk about their issues on the direct platform—the company’s support platforms and indirect platforms—social media.
