A satisfied customer will tell four or five others about a pleasant brand experience. Deliver a poor experience, and seven to 13 others will hear about it. Another study’s scary statistic: Unhappy customers will continue to voice their dissatisfaction for up to 23 years.
Using digital tools and processes, the best way to recover lost business online is to engage the customer.
They will share their unhappy experience through a number of channels: Twitter, Facebook, GooglePlus, Blogs, Yelp, or Angie’s List to name a few.
It is imperative to respond to all unhappy customers online and engage them. It is important for them to heard, their complaints to be acknowledged. After you can begin a conversation with these customers, you have an opportunity to offer them a special offer to get them to retry your services.
At Digital Revenue Services, we have the resources that can monitor all the existing channels to listen to what your customers are saying and then have a prepared script to engage them and address their concerns.