Wednesday, June 22, 2022
No Result
View All Result
Cryptic11K
  • Home
  • Sales
  • Starting a Business
  • Customer Service
  • Social Media
  • Time Management
  • Marketing
  • Growth Strategies
  • Home
  • Sales
  • Starting a Business
  • Customer Service
  • Social Media
  • Time Management
  • Marketing
  • Growth Strategies
No Result
View All Result
Cryptic11K
No Result
View All Result
Home Customer Service

How to Turn Your Biggest Detractor Into Your Biggest Brand Ambassador

by Cryptic11K
in Customer Service
How to Turn Your Biggest Detractor Into Your Biggest Brand Ambassador
10
SHARES
106
VIEWS
Share on FacebookShare on Twitter

Opinions expressed by Entrepreneur contributors are their own.

You’ve probably heard a million marketers or service representatives say it: “If you like our service/product, tell others about us!”

But what if a customer doesn’t like your service/product? What if they have a bad experience? 

Bad experiences happen even to the most beloved of the best companies. Fortunately, detractors – the people who usually drag down your overall customer satisfaction scores – aren’t lost as advocates for your brand. You just have to respond properly to their poor experience to turn their perspective around and get your scores back up.

Related: This Is Why You Should Never Ignore Customer Feedback

What you need to do to inspire a pivot

Every unhappy customer is going to come to you with slightly different circumstances. In that sense, there’s no perfect script for transforming them into an ambassador. But all most customers really want is to feel genuinely heard and to know that you are doing whatever is in your power to fix the issue. 

So at the absolute least, acknowledge that they’re having a hard time and that you’re sorry for what they’re going through. This isn’t necessarily admitting you did anything wrong. It’s simply being empathetic to where they are in the moment so that the temperature of the conversation lowers enough for the rest of the interaction to be constructive.

Once the detractor knows that you’re on their side and willing to listen, ask as many questions as you can to make sure you understand exactly what the problem is. Offer whatever you can to show good faith. Throughout the whole customer service process, maintain good communication. Even a quick email update or follow-up can make a difference in whether the customer perceives you as being invested and connected to them.

In essence, it’s not so much about what happened, although you do have to get to the root of that. It’s much more about how much effort you put into repairing any damage afterward. In an increasingly global market where dozens of businesses can provide the exact same thing you do, it’s this effort, the quality of your customer service, that becomes a differentiator, builds loyalty, and provides future opportunities. 

Related: How to Make Negative Feedback Work For You

Great service doesn’t just save companies – It can direct entire industries

The concept of winning back detractors through excellent response and service applies to any business where the customer has a recurring relationship. It’s in these relationships where the customer’s expectation that you’ll have their back is higher. Some industries provide very good examples of the difference great customer service can make after a problem. Airlines are good models because they frequently have to deal with issues like overbooking, lost luggage, and so on. Banks are good models as well. 

Some of today’s most famous companies have set new standards through their approach to customer service. Amazon, for instance, developed Amazon Prime to improve the customer experience through reduced wait times, and they established a clear no-questions-asked return policy. As a consequence, other companies involved in online selling began to offer similar policies and shipping times to compete. 

When you look at your own brand, remember the power service has to reshape standards. Try to be the business that sets the trend, rather than the company that responds to it.

Related: Strategies for Dealing With Negative Feedback. And Benefiting From It 

If you listen and take action, a loyal base is yours for the taking

Business leaders often put a lot of effort into getting happy customers to be “free” spokespeople. It’s not a horrible strategy, because word-of-mouth advertising really does work. But don’t abandon those who have had something go wrong. Addressing their bad experiences in an empathetic way can do a lot to repair your relationship. In fact, because being served well can be such an emotional experience for the typical customer, it’s one of the best ways to build loyalty. So watch your feedback and take care of your customers. Then, stability and growth can follow.

Total
0
Shares
Share 0
Tweet 0
Pin it 0
Share 0
Cryptic11K

Cryptic11K

Related Posts

The Power of Having Core Values

The Power of Having Core Values

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Behind the Review host and Yelp’s Small Business Expert, Emily Washcovick, shares a look at this week’s episode...

1636500198 GettyImages 646457612

Bringing in That First Sale, Partnership or Investment: A Guide for Startups

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Startups don't operate in a vacuum — like all businesses, they need someone...

Taking Advantage of Going Virtual

Taking Advantage of Going Virtual

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Behind the Review host and Yelp’s Small Business Expert, Emily Washcovick, shares a look at this week’s episode...

1638288188 shutterstock 1662000565

How to Communicate With Customers About Supply Chain Problems

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. This story was originally published on CO— by U.S. Chamber of Commerce and was...

1638473805 GettyImages 1129514615

What Working With A-List Celebrities Has Taught Me About Running a Fintech Company

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. There are many hurdles when running a fintech company, especially when a...

4 Suggestions to Improve Convenience for Consumers

4 Suggestions to Improve Convenience for Consumers

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Convenience is king when it comes to online shopping.For proof, take a...

0 0 votes
Article Rating
Subscribe
Login
Notify of
guest
guest
0 Comments
Inline Feedbacks
View all comments

Recommended

hero image calendar 391802

5 Best Team Management Apps

4 hours ago
How To Improve Your Engagement on Instagram

How To Improve Your Engagement on Instagram

4 hours ago

Popular News

    • 1641335035 GettyImages 1006512390
      How to Earn an In With the Supportive Partners You Need
    • 1640291354 ent22 janfeb strategies
      When to Launch An Illegal Product
    • 1641485338 RESTAURANTINFLUENCERSEPISODE1 SAMTHECOOKINGGUY
      Build A YouTube Following With Authentic Content
    • 1640123968 ent22 janfeb sixways
      6 Founders on When to Accept ‘No,’ and When to Persevere
    • 1641507121 GettyImages 1257750305
      4 Annoying Things That Drive Away Loyal Customers

    Support

    • Contact
    • Disclaimer
    • Home
    • Privacy Policy
    • Terms And Conditions

    Categories

    • Customer Service
    • Growth Strategies
    • Marketing
    • Sales
    • Social Media
    • Starting a Business
    • Time Management

    More News

    • 1641409433 ent22 janfeb TrendsFeat1
      5 Trends All Franchises and Franchisees Should Be Following
    • 1641400268 shutterstock 1928282264
      7 Ways to Boost Client Retention and Prepare for Inflation
    • Home
    • Privacy Policy
    • Contact
    • Disclaimer
    • Terms And Conditions

    © 2022 Cryptic11K - Your SEO Doctor

    No Result
    View All Result
    • Sales
    • Customer Service
    • Starting a Business
    • Social Media
    • Marketing
    • Time Management
    • Growth Strategies

    © 2022 Cryptic11K - Your SEO Doctor

    wpDiscuz
    0
    0
    Would love your thoughts, please comment.x
    ()
    x
    | Reply