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:
- What is a takeaway and/or change you have made due to an unhappy customer that you might not have made without them?
- 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
