Unhappy customers may be a challenge to deal with, but they also represent some of your greatest opportunities for improvement. Winning over detractors can transform customer loyalty and ROI. Are you ready to listen up?

1. The Detractor Opportunity:
Win Over Your Critics and
Improve Customer Experience

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• Every business has its detractors.
• While you can’t demand that they
change their minds, you can change
the way you approach them in order
to create a new perspective.

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• Detractors are people who didn’t just
have a negative experience, but those
who actively say negative things
about your business.
• In terms of Net Promoter Score
calculation, Detractors are the ones
hurting your score.

4. • These days, bad news travels
really fast.
• Plus, it takes 40 positive reviews to
undo the damage of a single negative
review.
• That’s why it’s important to pay
attention to your detractors.
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• While detractors can make your life
difficult, these are also the people
who have the potential of becoming
your brand champions.
• Brand champions help you leverage
the power of word-of-mouth and
elevate brand value.

6. • Here’s what you need to do when it
comes to approaching your
detractors:
• Listen to what they have to say
• Show empathy
• Be accountable
• Deliver on your promises
• Follow up after resolution
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7. Listen To What They Have To Say

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• People want to be heard, especially
when they are upset. And this is
exactly what your detractors are
feeling.
• Pay attention to feedback surveys
• Keep an eye on third-party review sites
• Enlist social listening to hear what your
customers have to say online

9. • Detractors are the people giving you
the most valuable insights into your
customer journey.
• While 91 percent of customers who
have had bad experiences simply
leave without complaining, it’s the
detractors who identify pain-points.
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• They help you identify red flags early
on, empowering you to upgrade
customer experience.
• If you want to change their
perspective, the very first step is to
listen to their concerns and
complaints to understand where they
come from.

11. Show Empathy

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• Perhaps the complaint sounds
common or unimportant, or the issue
is already being worked on and
you’ve heard it all before.
• But here’s the thing: this is still a first
for your customer.

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• Be empathetic and show you care.
• Tell them the actions you’re planning
to take and make it a point to not
cause further stress.
• The more transparent and genuine
the approach, the more likely you are
to diffuse the situation.

14. Be Accountable

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• The worst thing a business can do is
shirk responsibility.
• You might not always have the
right answer but taking ownership for
concerns might just do the trick.
• Take charge
• Apologize
• Communicate what you’re doing to
rectify the error

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• By understanding that the situation
isn’t ideal, you’re showing your
customers that their experiences are
valid, and you hear their concerns.
• This is one of the easiest ways to
show detractors that despite their
negative experiences, you’re willing to
hear them out and work toward a
solution.

17. Deliver On Your Promises

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• There is no dearth of competitors
in the market, so it’s essential to
create a business your customers can
rely upon.
• Show detractors that despite the
negative experience they’ve had, they
can count on you to make things
right — and follow through.
• If you need to adjust your timeline or
some other specifics, communicate
clearly to avoid disappointing them
again or increasing their frustration.

19. Follow Up After Resolution

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• You’ve heard your customers, you’ve
made the change, and now it’s time to
show them that you care.
• Send out a feedback survey telling
them the changes have been made,
seek additional feedback, and ask
where you can improve.

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• Businesses that go above and beyond
to make amends and ensure a great
experience are businesses customers
rely upon – it’s the same reason
Amazon is so popular.
• Customers know that incorrect or
wrong orders will be immediately
rectified, and they understand that
the company has their back.

22. Detractors Are People, Too

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• Detractors are customers who just
want to be heard.
• They want to give your business one
last chance to rectify a wrong and win
their trust – and it’s an opportunity
you don’t want to miss.
• With the right steps and a
clear commitment to closing the
loop, your detractors can become
your biggest brand champions.

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• After all, while some loyal customers
have only had good experiences, your
detractors have seen how you take
efforts to correct yourself, and how
well your customers are prioritized –
and that’s why they know you’ve got
their back.

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• Winning a customer's trust is no easy
feat, so when it comes to the biggest
brand critics, it’s time to give them
some attention to understand the
cause of their frustration.
• What are your go-to strategies to
respond to detractors?
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28. Thank you!