Unhappy Customers - can you learn from them?

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 342 Gain Grow Retain Staff
100 Likes Second Anniversary 25 Insightfuls 10 Comments
in GGR Cafe

In part 2 of a 5 part series, Anita Toth takes a look at the valuable lessons one can learn from an unhappy customer and where you are likely to find them.

Customers don't just suddenly become 'unhappy'. Something occurred such as the realization that expectations or needs were not being met. In fact, Anita points to two areas where you will find the transition to being unhappy most likely to occur:

  • During onboarding where unspoken expectations are often realized
  • During a support interaction where unclear communication and lack of understanding can create feelings of frustration

After you have read the blog post, take a moment to share your thoughts on the following:

  1. What is a takeaway and/or change you have made due to an unhappy customer that you might not have made without them?
  2. What are some ways to get feedback from your customers so you can identify who you may need to connect deeper with?

Read the post here

Tagged:

Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.

Comment As ...

Categories