Customers are essentially, the most important piece of every business because honestly, they bring the cake. Forgetting about them or simply assuming they’re happy, when they’re not has seen far too many organizations crumble, even in the perceived less competitive markets. Whilst customer complaints can help your business know what it’s doing wrong, this post gives you reasons why you need to be worried when you receive many customer complaints.
Not all are reported
According to a recent survey by the legendary John Goodman, a paltry 25% of customer complaints actually get reported. This means that out of every 50 customer complaints, 150 more don’t complain- you can do the math for your business to see how well you’re faring! The higher the number of customer complaints, the worse your customer experience is according to experts.
Complaints spread fast
As much as good word of mouth reports can deliver new customers to your door steps, so can negative complaints take the away. Research has shown that a mere single negative mention can reach up to 8 new people- with social media, hundreds or thousands. The more customers complain about your service, the worse it is for you to survive.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Using Yonyx, your business can discover what customers want to avoid numerous complaints.
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