Customer complaints may indicate problems with a company, its products, or its services. However, there’s a lot of helpful information in these complaints that can help if used correctly. Whenever a customer adds a negative comment about your company or business, it can be an opportunity to correct your mistakes and grow.
Rectifying your mistakes ensures excellent customer satisfaction and can deliver what your brands stand for. This negative feedbacks often indicate the need for a slight change of direction. The brand may have to take corrective measures extensively in more dire cases. Either way, utilizing customer complaints for your business correction is a smart and effective method to make it fruitful.
What are Customer Complaints Exactly?
Experts define customer complaints as the gap between a brand’s services and the customers’ experience. The larger the gap, the more complaints your business receives. A customer files a complaint with the company when they fail to find the solution to the client’s problem or do not deliver services correctly.
However, this negative feedback can turn positive by resolving these issues. However, it is only possible if you know how to analyze and identify these problems. For example, you can categorize all kinds of customer complaints into the following types:
- Lack of Proper Brand Communication
- Poor Quality of Service
- Unfulfillment of the Brand’s promise
These categories seem straightforward, but they are not. It can be very challenging for most business owners to find the right solution for the customers and cater to their needs if they fully understand the complaint.
Therefore, learning to analyze these problems is a crucial part of the process. Here are a few questions you can ask next time you see a customer complaint to determine its seriousness:
- Do you have records of the complaint?
- Has the customer reported the same problem before?
- How frequent is the same complaint?
- Is there a pattern related to the problem, its receiving, and its resolution?
- When did this last happen?
Collecting information on these specific questions allows business owners to understand better the problems the clients are facing and the best way to resolve them. Once you understand and analyze the issue properly, you can advance to find a solution for it.
7 Reasons why your Customer Complaints are good for your Business
You may think your customer’s negative feedback is all criticism, but there’s much you can achieve from it. Implementing these changes can make the audience feel valued and heard. This feeling will strengthen your brand identity and allow you to get better client results.
Therefore, we’ve outlined the main reasons you should focus on customer complaints for the betterment of your company.
1. Better Customer Understanding
Your business will only thrive if you understand your customer, regardless of the quality of offerings you have. Your primary goal as a business owner should be to provide your customers with tailored, personalized, and client-centric services.
However, delivering these services is only possible if you truly understand customers’ needs. You can always reach out to the customers, connect with them more, and gain information.
But, a simpler information source is the customer complaints offered. These complaints may include the client’s anger or discomfort towards your company, but there’s more. The angered customers can also help highlight potential problems with your business and the best ways to counter these problems for maximum results.
Even a minor complaint can grow serious if the brand doesn’t resolve it. It can be about your customer support, pricing, offerings, or overall quality services. Moreover should take these complaints as constructive criticism and find the best solutions to resolve them.
You’ll better understand your client’s psychology and can cater to it better the next time they need something.
2. Improved Customer Support
Customer complaints are natural; you will always come across customers that don’t like your services, regardless of how well you are doing. However, only some of these complaints are right. If you are getting a lot of complaint entries from customers via support, it’s time to reconsider.
For instance, if the customers complain about customer support, there’s probably something wrong with it.
There’s no harm in catering to the client’s needs to provide them with a better experience. The clients can provide comprehensive info about the customer support problems they face.
For example, if your customer support professionals respond too late, they cannot cater to the customers as required. Simple customer support changes can ensure you can better meet your client’s needs and resolve their issues.
You may have to change some of your customer support members or strategies. But, a little testing can give you a comprehensive idea of what the customers like for better customer support.
3. Better-Quality Customer Communication
Even the best companies can drown quickly when the audiences feel disconnected from their companies. Most business owners know their brand’s success and future trajectory depend on customer communication.
Interacting with customers through your ad campaigns is only possible if you take details from them yourself.
Social media handles are a great tool for these businesses to get better quality and first-hand communication from their clients. You can use these social media websites to find the most viable options for your audiences. Hold polls, discussions, social posts, and more to help customers reach out to you.
4. Improved Customer Loyalty
Customers trust you whenever they present a problem or a complaint as a brand. They are hoping you will resolve the issues as a responsible firm. If they get this experience, it can be easier for the audiences to trust your brand again.
Moreover, it’s also because companies should cater to the client’s needs and provide them with the best industry solutions for their problems.
Even if you cannot solve their concerns immediately, listening to their problems alone can boost their trust in your brand. They know they are heard, and you can keep updating them about the solution with time. But, if you can provide quick solutions, they will believe in your services even more.
Many leading brands, like Coca-Cola, Unilever, Ford, etc., have retained their customers through decades using this technique. They now have a loyal customer base and millions of people ready to purchase.
If you cannot find the solution to their problem, you can compensate for your short-handedness some other way. For instance, discounts and special offers to your loyal customers if you cannot resolve their complaints are a great way to cool them down. However, it would help if you always listened to what the client says, whether you can resolve their problems.
5. Helps Recognize Mistakes
Every complaint you receive has several other customers with the same problem. Keeping a holistic eye on these complaints can help you detect patterns in the complaints. If more customers have the same complaint, chances are it’s a serious concern, and it’s your job to provide your audience with solutions. Evaluating the mistakes, complaints, and errors can help you find a pattern in these problems and resolve them.
You can troubleshoot these problems better once you know they exist and provide your customers with a better experience. With these changes, your business brand identity will boost, and so will your profitability.
6. Increased Word of Mouth
The audience’s psychology has transformed over the years. People no longer trust ad campaigns and prefer gaining first-hand experience info from others. You’ll find people discussing all kinds of brands/services online to get authentic information. It means what people think and says about your company will have a long-lasting impact on your company’s future.
Most people on the discussion threats talk about their complaints with a brand and how they responded. If you take client complaints seriously, you should get positive word of mouth from these discussion threads.
The more people talk about you positively, the more business and prospects you attract. Therefore, it’s crucial to focus on improving your complaint resolution.
7. Product Service and Offerings
Every company needs to evolve with time, regardless of how good its offerings are. You could be the leading company in the industry and lose your lead if you do not cater to the customers. A popular example is the popular mobile device company Nokia.
The brand once ruled the world of telecommunication but is now nowhere. The company didn’t evolve with time and didn’t accept Android technology for their phones. They didn’t care about the customer complaints, which harmed their business in the long run. You can optimize your products and services with the right feedback for maximum customer satisfaction and ROI.
Conclusion
Customer complaints might seem like criticism, but it is also an opportunity for the brand to go. It provides the company with better customer communication, satisfaction, understanding, and more. We recommend collecting info, understanding your customer complaints, and trying to cater to them in the best-suited way. It’s the best way to see your business grow and increase customer satisfaction. If you are having trouble listening to long customer complaint calls, getting the right equipment can help. We recommend purchasing the best products at Feiyu to make your experiences easier.
