Customers want to enjoy each and every interaction they have with a business, however, even when they’re not completely satisfied with the service they receive, there may be a number of reasons why a customer won’t feel compelled to complain about their negative experience or transaction.
Regardless of whether or not your customers feel they are in a position to express feedback, if you’re not ensuring they are content with your business, you’re going to lose out on their loyalty – and their purchases. That’s why it’s always essential to create avenues for customers to share their thoughts, as it gives you the opportunity to continuously improve your products and services and amplify your sustainability and success.
Despite Popular Opinion, No One Really Wants to Be a Hassle
As much as customers are determined to get the products and services, they feel they’ve paid for, it can often be an awkward experience for customers to complain about a service experience. This is especially true when their transaction at your place of business has been negatively affected by an employee. It can be very uncomfortable for a customer to share criticism when they are faced with the offending party, so they will just walk away from the experience, rather than directly addressing it or requesting managerial assistance.
They Don’t Want to Bother, If They Won’t Be Heard
Many customers may not complain about a bad service experience because they don’t really feel as though their feedback will matter. If companies do not actively solicit feedback or make it known to their clients that the company is genuinely interested in making improvements in accordance with their comments, customers are not going to waste their valuable time making an offhanded statement that may or may not have any impact on their future experiences.
Simply Put, There Are a Lot of Fish in The Sea
Why would your customers bother submitting a complaint about your company when they likely have access to similar products and services – on and offline? Our digital world has put countless options right at your customers’ fingertips, so they are able to be more selective. That means you don’t get multiple chances to create exceptional customer service experiences.
You need to prioritize timely, polite and effective customer service – each and every time – to keep your customers coming back and evangelizing the positive attributes of your brand.
Don’t Wait for Complaints, Solicit Feedback to Make Meaningful Change
Let Shoppers Confidential help you take the onus off your customers by creating efficient and effective customer feedback programs and mystery shopping programs, so you can acquire the insights from your customers that you may currently be missing. We will leverage our expertise to help you attain your customers’ positive and negative comments in ways that work well for your particular type of business, or with the help of a strategic mystery shopping program, provide you with the information you need to make internal improvements.
By proactively creating opportunities for your customers to share how they feel about your brand, you are demonstrating you care, you’re trustworthy and transparent, and you’re deserving of their future purchases. Contact Shoppers Confidential today and position your company for more positive customer interactions and continued success.