When customers have a bad experience, theyre often more connected to how they FEEL about it, than the issue itself. And in the age of social media, its a good bet theyll vent those feelings publicly and create a ripple effect you want to avoid. Thats why its business-critical to pay close attention to every touch point. If you can spot negative impacts early on and come to the rescue quickly, you have an opportunity to turn painful customer experiences into loyalty moments.
Consider human nature When customers have a negative experience, what may resonate most is helping them feel heard, reassured, and valued. The more you do that, the more their frustration may dissolve into relief and even delight.
So, how do you do it?
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