Tag: customer service

Detractors: Offer a Solution Instead of Just Asking Why?

Offer a solution to detractor

Ask any company for the metrics they use to judge success and you’ll receive one of a few all-too-common answers:

  • A low monthly churn rate, with lots of customers signed up for the long term
  • A high Net Promoter Score®, indicating that their product is useful and valuable
  • Positive reviews and public feedback, which fuel growth and build a strong brand

All of these are important indicators that a product – and a company – is on the right path. But they aren’t the ultimate metrics of success. For most businesses, success is best gauged by the answer to a single yes or no question:

“Does your product or service solve a problem and help your customers become successful?”

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[Infographic] 7 Customer Service Hacks to Improve Your Customer Satisfaction

Customers can have different needs and wants but one thing remains the same – they want excellent customer service.

Data from Oracle’s 2011 Customer Experience Impact Report shows that 89% of customers start to do business with a competitor following a poor customer experience. In today’s highly competitive world customers have a variety of products and services they can choose from. One small mistake can cost you a customer.

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