Does Your Company Create an “Easy Button” Customer Experience? via Property Management Insider

Many studies have revealed that customers who have a problem resolved to their satisfaction are more loyal than customers who’ve never had a problem at all.

The 2011 Customer Experience Impact (CEI) Report revealed that 79% of consumers who shared complaints about poor customer experience online were ignored by the company. The 21% remaining who did get a response shared a positive experience.

A company that is unafraid of facing complaints tends to receive fewer, and gets extra points in the customer’s mind for being willing to take the heat. In a strange way a complaint is like a compliment; the customer cares about your company or product enough to say something rather than close the door.

Does your company have an “easy button?” Do you hide your complaint department or is it out in front for all customers to easily access and engage with?

Read more...Does Your Company Create an “Easy Button” Customer Experience? | Property Management Insider