It’s not easy for a company to be confronted with customer dissatisfaction! When the insat’ expresses itself on the web, the situation is even more delicate because it is visible to everyone. How to react well to dissatisfied customers and limit the damage in terms of e-reputation? These are the issues that I will address in this article. [ac_toc] 1. The risk of not managing dissatisfaction If some companies are resolutely “customer-centric” and do not tolerate that one of their customers remains dissatisfied, others seem to take things lightly, probably thinking that you cannot please everyone. Ignoring the dissatisfaction of its customers is however a dangerous policy for the sustainability of companies.
When a Person Recounts a Bad Experience
They do so publicly. All Internet users can therefore read it… customer dissatisfaction expressed on the web leaves a mark for life. Nothing serious if there are few, but when they accumulate, they become particularly cumbersome for the company, which cannot ignore them. 90% of consumers do Sudan Email List on the web before making a purchase. A good e-reputation is therefore crucial so as not to discourage them from calling on you (on this subject, you can read our article on the ZMOT, which explains the importance of making a good first impression on the web). In addition, it is important to be concerned about the dissatisfaction expressed by your customers because they can help you improve your offer.
Identifying Its Weak Points
You will be able to do what is necessary to best meet the expectations of your customers. The last point is that good customer satisfaction is a competitive advantage! Many brands also communicate on the performance of their after-sales service, or quote in their advertisements or on their website Fresco Data percentage of satisfied customers. They are right because in the eyes of prospects, these elements constitute a kind of guarantee: by turning to a company that satisfies most of its customers, they minimize the risk of being disappointed themselves. Example: Société Générale displays its customer satisfaction rate online Societe Generale Customer Satisfaction.
