What Unhappy Customers Want Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Although companies have invested heavily in technology and other resources to provide better customer service, many businesses are finding that being able to generate satisfied and loyal customers is more difficult now. Obstructions comprise of the daunting rise in the customer anticipations, threats introduced by the Internet, social media and internet word of mouth; and inferior execution of updated corporate complaint -handling policies. Their most recent survey found that: -- The explosion of online social networking and other communication tools has increased the stakes in the area of customer satisfaction. The intensity of negative reactions appears to be increasing. In addressing complaints, firms are failing in their attempts to create one-stop services with technology and individuals dedicated to solving customer issues.

What Unhappy Customers Want Case Study Solution

So, what can firms do to improve the level of customer satisfaction? 1. Motivate customers that are sad to whine, but be prepared to solve the complaints. Recent satisfied customers anticipate businesses to manage customer service in perfectly (even if it goes outsourced to the third party). 2. Comprehend the results your investments will produce. Considering that the 1970s, firms have invested billions of dollars in corporate grievance that was upgraded -handling practices. Just 20% of recent complainants were "entirely satisfied"with the results of their criticism (corresponding with around 23% in year 1976). 3. It must be noticed that technology has restrictions- and that a few customers must correspond directly with a man. Just 6% of the complainants of today consider the Internet their principal route for complaining. The authors say that communication channels that are online might be used more efficiently to steer customers to reside grievance handlers as opposed to pursuing fully automated alternatives. 4. By a margin of 46% to 19%, prospective buyers mentioned positive posts more frequently than negative opinions as being influential on their future purchases. 5. For many customers, customer dissatisfaction is about more than money. Just 26% of survey respondents desired financial compensation for their lost time, inconvenience or harm. Many more folks seek nonmonetary remedies, including apology or an explanation.

PUBLICATION DATE: April 01, 2014 PRODUCT #: SMR479-HCB-ENG

This is just an excerpt. This case is about SALES & MARKETING