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
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