Ways to turn customer complaintws into profits by using feedback more strategically.

1. Turn Service Headaches Into Success: How to Benefit From Feedback Myra golden

2. Fact: most people hate dealing with complaints & negative feedback

3. A complaint is a gift!

4. Using the customer’s perspective to improve your service efforts

5. 5 ways the customer’s perspective can help your service efforts Build loyalty Increase sales Generate positive word-of-mouth Decrease acquisition costs Reduce problem occurrence

6. Listen up! Your customers are giving you valuable feedback on what it takes to earn their trust and loyalty

7. Effective use of feedback… Empowers companies to take fast, clear, and specific actions to run the business better, gain competitive advantages and drive growth. --Astute Solutions, Inc

8. Using feedback to correct problems & keep customers from jumping ship Acting on customer input is critical in differentiating your service Feedback must be effectively captured and leveraged You must respond immediately to feedback Feedback gives you actionable insights Needs Preferences Sentiments Tells you what you’re doing well, too

9. Easy and convenient ways for customers to share feedback

10. Do’s & don’ts when asking for feedback Do…. Make it quick Make it easy Make it worthwhile Make it confidential Make it “social”

11. Do’s & don’ts when asking for feedback Don’t…. Attempt to get feedback without permission Rely on one feedback channel Ignore social media Set a goal to reduce complaints Hide toll-free numbers

12. Zappos’ 1-800 # Encourages customers to call about anything Take over 5,000 calls/day Views 800# as a branding device and opportunity to build customer loyalty

13. Easy & convenient ways to share feedback 1-800 Numbers Comment cards Surveys Online polls Incentivize Focus groups Social media

14. Keys to identify customers who will provide the most useful information

15. Customers who give useful feedback Complainants Most loyal customers Immediately after service/use Raving fans

16. Keys to capture customer concerns through social media outlets

17. Tapping social media Go where your customers are Listen and engage Search for online conversations

18. Finding social media feedback Google Alert Google Blog Search Technorati.com IceRocket.com YouTube Search.Twitter.com

19. Using customer comments to improve & protect your company’s image

20. Motrin’s issue Ad posted on motrin.com on a Saturday morning By Saturday evening Motrin was most tweeted subject on Twitter Bloggers called for boycotts Ad was removed by Monday evening

21. Email from motrin… I am the Vice President of Marketing for McNeil Consumer Healthcare. I have responsibility for the Motrin Brand, and am responding to concerns about recent advertising on our website. I am, myself, a mom of 3 daughters. We certainly did not mean to offend moms through our advertising. Instead, we had intended to demonstrate genuine sympathy and appreciation for all that parents do for their babies. We believe deeply that moms know best and we sincerely apologize for disappointing you. Please know that we take your feedback seriously and will take swift action with regard to this ad. We are in process of removing it from our website. It will take longer, unfortunately, for it to be removed from magazine print as it is currently on newstands and in distribution. -Kathy Kathy WidmerVP of Marketing – Pain, Pediatrics, GI, SpecialtyMcNeil Consumer Healthcare

22. Lesson learned from motrin: Listen to the voice-of-the-customer and take swift action

23. Strategies to build priceless training through customer complaints & feedback

24. Using complaint data for employee training Identify the top 50 complaints Predetermine resolutions for each complaint Empower and train employees to be able to immediately resolve top 50 problems

25. Armstrong floors uses toll-free # for training Prints a toll-free # on no-wax floors Customers must call # to learn how to remove phone number Reps tell customers how to care for floors so wax buildup is avoided

26. Tools to analyze feedback and make sense of what customers want

27. Robust contact management software Streamlined, intelligent data capture Comprehensive, cross-channel agent portal Easily create powerful and actionable reports Includes alerts & notifications

28. Q & A Email me at myra@myragolden.com for: Additional questions not answered today For a copy of today’s presentation Blog: www.CustomerServiceTraining.biz Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden

29. Turn Service Headaches Into Success: How to Benefit From Feedback Thanks for attending!