The customer is always right doesn’t sit well with all retailers. While you may not agree with this sentiment, listening to customers’ complaints and negative feedback can often be more beneficial to the growth of a business than tossing these comments aside.
Whether it be face to face, online or over the phone, customers’ are twice as likely to share bad experiences and it is reported that 78% of customers have abandoned their transaction or not made an intended purchase based on a poor service experience.
Read more about embracing customer complaints from Stuart Bennie at Impact Retailing here.