Turn customer complaints into loyal business

There’ll always be a place in this blog for articles about wider marketing issues. And here’s a classic issue: how to handle customer complaints. In Learn to love negative feedback on B2B Marketing it reminds us that if things go wrong, the best and cheapest way to resolve complaints is to ask the customer what would make things right, as they’ll usually want less than they’d settle for if things got as far as negotiation. And critically, it’s been argued that customers who have had a problem which was successfully resolved become more loyal than those that have never had a problem at all! So stop worrying about people who might be trying to rip you off – your fears are probably unfounded – and never be too proud to say sorry.

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