Reputation can be protected by companies responding quickly and empathically to customer complaints, and leveraging any complaints received as learning opportunities and service enhancements.

Complaints will not only give you a glimpse of how your products and services are being received by the customer, but it will also save you money in the long run as you can get them free for analysis instead of paying for market research or customer surveys.

Customer Satisfaction

Customer satisfaction is a great determinant of the business. Happy customers will stay buying and referring companies while unhappy customers may leave and move on.

Businesses, then, need to stay mindful of the customer feedback and also act swiftly in response to any consumer complaints. It can be done by carefully considering each and every complaint received and finding a solution that’s in both parties’ interests; the companies must follow up on customers after they have resolved their complaint and communicate that they appreciate the relationship.

In fact, when complaints are considered as a way to optimize customer experience and sales, companies can improve loyalty and sales. Remarkably provides a service that allows businesses to aggregate and review customers’ comments – even complaints. Finding trends and patterns helps companies make adjustments that lead to more powerful customer experiences.

Customer Loyalty

Either they stick with a company that is a winner in customer service, or they turn their back and post about the bad experience on social media and elsewhere – which might damage its brand permanently.

But if a business is quick to respond and proves they listen to their customers, they might be the ones to turn them into brand advocates, spreading its footprint and increasing its profits.

The reason behind customer complaints could be a problem in the products or services; maybe it’s a quality issue, production defect, or internal processes that need some work. Using customer complaints as KPI’s helps companies convert hurdles into growth and innovation; by monitoring the feedback loop, complaints won’t be re-complained again, and your products will be better.

Customer Reputation

Metrics for customer complaints offer key metrics to help you keep customers, improve the product, and establish a good reputation. if used properly these analytics can convert dissatisfied consumers into brand ambassadors driving sales and revenue.

By making customer complaints clear, the customer is assured their complaints are being taken seriously and this creates trust between the customer and the company and they’ll be inclined to spend their hard-earned money with them.

Remember, if your customer experience isn’t good, they might go to someone else – and you will lose sales and market share. If you can respond immediately to a complaint, your reputation will not be damaged and you will be able to expand. There are more and more companies that realize the importance of taking complaints seriously; in fact, some organizations even hire dedicated customer grievances handlers to solve customer problems and make customer experience a better experience.

Market Share

Market share is one aspect of business success. It determines how effective you are and your level of profitability; it is also a critical performance indicator for customer retention, product improvements, brand growth and competitive advantage.

But not all customers are happy with your product or service and it harms brand reputation when complaints are posted. Hence, it is important to listen to every customer feedback and respond to them.

Preply is an online language training company that has thousands of customers all over the world offering professional language training services. In the case of negative reviews on social media, however, their image can be damaged. But if they were to listen and act on it quickly, their brand could shine through the roof and their customers would become brand fans – who’d buy again and grow market share in the long run.