The quality of customer complaint handling always seems to be a frequent feature in the news and industry press, but I wondered what external 'data' companies might be using to bring the customer perspective of the complaint experience into their organisations?
At a time when differentiation is decreasing, competition growing and the ability to switch away from poor service providers easier, it would seem that ensuring any customer gripes are resolved quickly and efficiently might be a sensible way to retain customers and, possibly, even grow loyalty.
Would love to hear your thoughts ...
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Hi Scott.
We have reams of content on this topic on MyCustomer.com, so thanks for bringing your question to the table!
The first thing I'd say is that, increasingly we've seen data being used as a 'proactive' tool for complaint handling. Spotting a problem before a customer does, and alerting them in advance that the issue at hand is being rectified.
Here's an article from Adrian Swinscoe outlining some of the developments in proactive customer service:
https://www.mycustomer.com/service/channels/how-to-improve-your-service-...
There is also an excellent blog post from Lori Wagoner about how to use data through the customer journey and as part of the complaint handling process:
https://www.mycustomer.com/community/blogs/loriwagoner/how-to-use-big-da...
Also. on the topic of innovation in the complaint handling process I'd highly recommend reading this piece honing in on some of the ways companies are putting their hands up and apologising to customers when something goes wrong:
https://www.mycustomer.com/service/contact-centres/customer-service-why-...
Chris - thank you for all your fab reading suggestions ... I'll be reviewing asap (as just seen your comments).
Best
Scott
