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  1. An angry customer is a business nightmare, right?

    Wrong.

    An angry customer is a business opportunity.

    If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:

    The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
    Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.

    Here’s how to make that happen.
    https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
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