Transform Customer Problems Into Opportunities
April 06, 2021
The Ritz-Carlton Leadership Center
72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more.
Even in a highly-engaged organization and especially after many of us have been cooped up at home and are just now starting to explore the new world, customer problems will always occur. Mistakes happen, we are human – but it’s what we do when they happen that is ultimately the game changer.
There are countless brands who’ve lost many a customer because of the dreaded CX experience when things went sour. We’re all experiencing it, daily. What a missed opportunity this is – often if a brand can make it right, it can lead to the organic evolution of a passionate brand advocate, all because something went wrong, but the brand knew “getting it right” would pay dividends in the long run in creating a loyal, engaged client.
Sometimes we have control over preventing these problems and other times, they happen outside our control. That said, what we can control, is our service recovery strategy. The good news is that we can increase customer engagement, even when problems do occur.
Looking at a problem as a business opportunity isn’t just being optimistic – it’s the truth.
When an organization handles a customer problem effectively, customer engagement can actually increase and become higher than it was before the problem occurred. Thus, a customer with medium engagement could become highly-engaged if your organization was able to provide excellent service recovery. Of course, the converse is true: poor service recovery and problem resolution are much more damaging to customer engagement than the actual customer problem. Customers understand that problems will occur, but they are less understanding when your organization struggles to resolve the problem.
Problem resolution and service recovery are strategies best planned in advance.
Planning and sharing your organization’s strategies to handle customer problems will ensure that every problem then becomes an opportunity to increase engagement. One important component of your strategy must include minimizing the number of employees with which a customer must interact while on the problem resolution journey.
Are you ready to inspire collaboration across your team and focus on the power of awareness and anticipation to deploy frictionless problem resolution?
We have two engaging and interactive options available depending on your preferences:
- Upcoming April 21 Virtual Course: Enroll today for our upcoming Virtual Course: The Art of Service Recovery: Building Trust and Loyalty. This interactive course is best suited for individuals or small groups from the same organization interested in learning both from our brand’s best practices across service recovery.
- Art of Service Recovery Workshop + Program (Date and Delivery Time of Your Choice): During this engaging three-hour workshop, you and your colleagues will discover the importance of customer journey mapping to identify areas of opportunity within the customer lifecycle as well and re-visiting your overall strategy for service recovery in 2021.