Use Tech To Reward Unhappy Customers Who Complain

Maybe you don’t see complaining customers as a great thing – but they are, according to a recent blog post on Marketo. The blog post advocates that instead of ignoring customers who complain use it as an opportunity to improve your lead generation by:

  • Adapting future marketing messages
  • Know how to improve revenue cycles (as unhappy customers can indicate WHY sales are down)
  • Review collections of complaints to uncover common threads

Instead of ignoring customers who complain, give complaining customers a special forum and in fact INVITE them to complain. It’s refreshing to get feedback and critique from customers before it hits a local newspaper or is somewhere that you can’t find it.

While you don’t want to invent a dumping ground for your companies brand, if done properly you’ll find a treasure trove of ways to improve your company through the “complaint” surveys (I use Zoomerang), Tweets and blog posts.

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Ramon Ray, Editor & Technology Evangelist, Smallbiztechnology.com . Editor and Founder, Smart Hustle Magazine Full bio at http://www.ramonray.com . Check him out on Google Plus, Twitter or Facebook

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