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 GmbH
Urs Langmeier Urs Langmeier is founder and CEO of Langmeier Software GmbH and thus responsible for the strategic further development of Langmeier software solutions.

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