Customer engagement and reducing complaints

Common sense. A lot of organisations still fail to recognise the impact of Social Media as a channel for viral complaints

The Eptica Customer Experience Blog

We Britons have a reputation for politeness, which extends to not complaining when we suffer poor service. According to this stereotype, we just mutter under our breath and then ensure we don’t visit that particular restaurant or shop again.

Complaining

However it has been clear for many years that things have changed. As in other countries, Britons are complaining more and demanding a better experience from all the organisations that they deal with. Loyalty should not be assumed – businesses need to engage with consumers and provide fast, consistent service if they want them to remain customers.

The scale of the change is illustrated by new research from Ombudsman Services. According to this, there were 38 million complaints made in the UK in 2013 – the equivalent of one every 1.2 seconds. Put it another way, with an adult population of approximately 47 million that means 80% of people…

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Author: Nick Davey

Evangelist, Strategist, Leader, Implementor, Author, Speaker and all round nice guy, Nick has built his entire career on improving the management of customers both from a customers perspective "looking in" and from within an organisation "looking out". You might call it CRM. Customer Relationship Management or, as Nick often says, Constantly Realigning Misconceptions. Nick reiterates that his comments are his own personal comments and do not necessarily reflect the opinions, strategy or views of any previous employer or customer.. He is delighted to be impartial and able to share ideas with open minded and collaborative professionals around the world. Outside of his passion for CRM, Nick pursues other less demanding passions such as Scuba Diving, Native Wildlife (e.g Wallaby) Rescue and Rehabilitation, Amateur Flying and watching as much Sport as his long suffering wife will permit.

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