Business & Startup

How to use customer complaints to your advantage

The results of an investigation into the commercial handling of complaints revealed the following:

  • For every customer who complains, there are 26 other disgruntled customers who do not contact

  • Bad experiences are passed on to an average of 8 - 16 people
    10% of customers even tell more than 20 others about
    their negative experiences.
  • 91% of disappointed customers avoid doing any
    business with you whenever possible.
  • However, 80 - 90 % of dissatisfied customers will stay with you if you
    openly address their problem.
  • The cost of acquiring a new customer is 5 times higher than keeping an
    "old" one.

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about the author
Founder and CEO of Langmeier Software

I don't want to complicate anything. I don't want to develop the ultimate business software. I don't want to be listed in a top technology list. Because that's not what business applications are about. It's about making sure your data is seamlessly protected. And it's about making sure everything runs smoothly while you retain full control and can focus on growing your business. Simplicity and reliability are my guiding principles and inspire me every day.
 

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This article covers the topics:
Proper complaint management
How to use customer complaints to your advantage
Use customer complaints to your advantage