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Customer Complaints Archives - Into The Blue Consulting

Tag - Customer Complaints

Customer Recovery: Why it can Pay to get Things Wrong

The ultimate objective of Customer Experience is to create loyalty. Not just creating customers who like your brand or are very fond of your brand, but who LOVE your brand and who would not consider taking their business anywhere else. As Ken Blanchard says, it is all about creating ‘Raving Fans’ There are various elements to a CX strategy, and one element which is consistently under-rated is that of putting mistakes right – or Recovery. If we take the basic elements [...]

Poor Customer Service Costs Companies £37 billion

If you still doubt the impact that Customer Experience has on the bottom line – look at this new research by Ombudsman Services. It shows that 19% of consumers took their business elsewhere due to poor service, while another 15% made a conscious decision to spend less with a brand in future. This cost businesses a staggering £37 billion in 2016 as consumers either spent less or switched to a rival following poor service. Complaints on the Increase The Consumer Action Monitor [...]