Transforming negative sentiment into a winning customer experience

When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty.

If customers voice disgruntled opinions in [...]

Using the Voice of the Customer to drive real business results

The reason that Voice of the Customer (VoC) programs exist is to monitor the customer experience and identify problems that it makes sense for the business to resolve.

Let me be more specific. An effective VoC program will likely uncover—and must address in one way or another—several categories of feedback from customers:

1. Complaints – These reflect [...]

How to say you’re sorry (to customers)

Courtesy of the discerning Clive Mettrick at Business Research Lab and a defective pint of JavaChip ice cream, Starbucks had the opportunity to rise to the occasion.  And it did – sending a dissatisfied customer an excellent problem resolution (‘apology’ in layman’s terms) letter that not only salvaged the relationship, but contributed to increased satisfaction [...]