Category Archives: Customer Complaint

Do companies over concentrate customer service on a handful of social media activists?

I found this Schumpeter Too much buzz article on the big opportunities and big problems provided by social media very thought-provoking.  Please note particularly: “Responding quickly to bitter tweets sounds like a nifty way to soothe angry customers. But there … Continue reading

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What actions by companies do customers consider unfair?

I found Richard Thaler’s article on Customer Outrage thought provoking, particularly in light of the recent Netflix and Bank of America customer outrage setbacks. Please note particularly: “For hints about how to avoid the consumer backlash, the bank’s executives might … Continue reading

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Are your customers telling you white lies?

I found this study on consumers telling white lies by Jennifer Argo and Baba Shiv very thought provoking.  Please note particularly: “Consumers who tell little white lies to avoid confrontation might find themselves rewarding the people who inconvenienced them, according … Continue reading

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Is a customer complaint a gift?

Yes and no: Yes, if the complaint facilitates improving the performance of your “no service is the best service” process by rapidly eliminating the root causes of the complaint and precluding similar complaints. Yes, if the complaint facilitates the education … Continue reading

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Advice for Retailers on Preventing Customer Rage

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