Business & Startup

How to use customer complaints to your advantage

The results of a survey of commercial complaint handling revealed the following:

  • For every complaining customer, there are 26 other disgruntled ones who
    don't come forward
  • Bad experiences are passed on to 8 - 16 people
    on average. 10% of customers even tell more than 20 others about
    their negative experiences.
  • 91% of disappointed customers avoid doing
    any business with you whenever possible.
  • 80 - 90% of dissatisfied customers, however, will stay your clientele if you
    openly address their problem.
  • The cost of acquiring a new customer is 5 times higher than keeping an
    "old" one.

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About the Author
Founder and CEO of Langmeier Software

I don't want to complicate anything. I don't want to develop the ultimate business software. I don't want to be listed in a top technology list. Because that's not what business applications are about. It's about making sure your data is seamlessly protected. And it's about making sure everything runs smoothly while you maintain full control and focus on growing your business. Simplicity and reliability are my guiding principles and inspire me every day.

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This article covers:
Right complaint management
How to use customer complaints to your advantage
Turning customer complaints to your advantage