Business & Startup

How to use customer complaints to your advantage

The results of a study on commercial complaint management revealed the following:

  • For every customer who complains, there are 26 other dissatisfied customers who do not make contact.
  • Negative experiences are shared with an average of 8 to 16 people. In fact, 10% of customers tell more than 20 others about their negative experiences.
  • 91% of disappointed customers will avoid doing business with you whenever possible.
  • However, 80–90% of dissatisfied customers will remain loyal if you address their concerns openly.
  • The cost of acquiring a new customer is five times higher than retaining an existing one.

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 retain full control and can focus on growing your business. Simplicity and reliability are my guiding principles and inspire me every day.
 

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This article covers the topics:
Proper complaint management
Use customer complaints to your advantage
How to use customer complaints to your advantage