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Customer experience surveys say that 1 in 26 dissatisfied customers formally complain.
91 percent of those who don’t complain end up leaving the brand because of their bad experience.
This book is about the dissatisfied customer who should not be ignored or neglected under any circumstances.
As its title says, the book “A complaint is a gift” seeks to focus his thesis on the revolutionary notion that customer complaints are not nuisances to be avoided, denied or buried, but opportunities to improve the offer in the market and, of course, to improve as a brand.
In accordance with the principles of this text, consumer complaints or disagreements are viewed as a feedback mechanism that can help organizations quickly and inexpensively strengthen product, service style, and market focus, but above all everything, customer loyalty.
And it is that, empirically, complaints are uncomfortable for those who listen to them; It is not always good to hear that a customer had a bad shopping experience, because the path that the customer takes can turn in two directions: either it helps to identify failures in the processes and finds a reconciliation that turns dissatisfaction into brand loyalty, or You simply say goodbye to the product or service that initially caught your attention… the difference is huge!
Therefore, for industry players it is key to learn from critical comments and regain customer loyalty, establishing relationships based on time and work.
This is the third edition of the text that has sold more than 275,000 copies worldwide, thanks to the formula that helps organizations and their leaders recognize the value of complaints. Janelle Barlow uses simple examples to conceptualize this type of market situation, especially after the Covid-19 era.
Although the book is not new as such, this third edition has a differentiator: the testing and running of the three steps that abounds. And it is that, based on her own work with clients, the author has updated her experiences in the industry on specific complaints and gives a more enriching sample of the process that allows employees to handle complaints with greater emotional resilience, something that she considers urgent and necessary in front of the new generations.
Opportunities are even delimited that identify problems that might not have been visible in internal evaluations. It is the complaints that help us understand what went wrong.
It is Janelle Barlow who provides a tool guide to the world’s business leaders, thanks to innovative ideas that transform businesses with the negative experiences of base.
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