When Customers Complain, Make Lemonade

Congratulations to our Lynn Hunsaker for being acknowledged as the CustomerThink.com Best Author for August 2008, in the Blog category. Lynn received high marks for all four of her blog postings, with the following blog being the most popular of all. Gary

Love Those Lemons: When They Complain, Make Lemonade

Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons #8212; complaints and low survey ratings — are indeed essential ingredients to improving customer experiences.

To squeeze your voice of the customer lemons into useful juice, you’ll want to (1) make it easy for customers to give you early warnings of their dissatisfaction, (2) strive to see the whole picture of the customers’ experience, and (3)analyze root causes.

To add sugar, you’ll want to put a positive spin on your your new-found knowledge of dissatisfiers and their root causes. After all, what better warnings could you have for ways to manage and nurture your weakest links? Working on the root causes of dissatisfiers is the best way of (1) migrating ambivalent and at-risk customers into a reliable source of profit, (2) preventing your brand fans from stumbling upon your weak areas and becoming disillusioned, and (3) building brand equity by delivering company-wide on your brand promise.

The average American company loses half its customers within five years. How can your company achieve sustained growth with image-building alone? By addressing the customer group giving you “lemon feedback” you can turn negative word-of-mouth trends to sustainable competitive advantages with a ripple effect on your entire customer base. This internal branding effort aligns what’s going on inside the company with what’s being promised to customers. It adds customer experience substance to your value proposition.

On a hot day, a cool drink of lemonade is just the thing to re-energize. Similarly, in the heat of competition, lemonade is just what the doctor ordered to provide a compelling customer experience with your brand.

by Lynn Hunsaker, President of Marketing Operations Partners and Customer Experience Strategist at ClearAction

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About the Author:

Lynn Hunsaker is CEO of Marketing Operations Partners, a consultancy that transforms marketing organizations into high-value engagement centers through accountability, alignment, and agility. Lynn is a past director of marketing and business development at Applied Materials, an award-winning past president of Silicon Valley American Marketing Association, and she taught marketing, advertising and business for 5 years at UC Berkeley Extension, SJSU, and Mission College. Lynn is a well-known expert in metrics, customer experience management, and organizational change. See more at http://mopartners.com/about

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