Customer complaints are the expression of dissatisfaction or disagreement direct at an organization and which refer to aspects that have no direct relation to your product or service resolving a complaint .
Suppose a customer dislikes certain content in a marketing campaign, or rejects a brand’s endorsement of a certain public figure, so he or she expresses his or her dissatisfaction to the organization.
In this case, you would be dealing with a complaint, since the reason for the dissatisfaction is not
If you are interest in complaints and claims resolving a complaint management, read: Complaints management: how to turn dissatisfaction into an opportunity for improvement?
Customer complaints are also a sign of dissatisfaction
but they refer to aspects that are directly relat to the brand’s product or service. Part of the customer’s expectation is to receive compensation or a quick solution.
Following the example of the dissatisfi customer we mention, it would be different if this same person bought your product or service and it arriv without the promis characteristics or outside the agre time frame. This dissatisfaction would very likely give rise to a claim.
In summary , the definitions of complaints and claims have in common that they include expressions of customer dissatisfaction, but they differ in the nature of the cause of the india telegram data annoyance and the expectations they generate.
If you are interest in improving the management of complaints and claims in your company, read: How to resolve customer problems without causing additional problems?
Why is it important to manage claims?
Managing claims is important to prevent customer churn, preserve your reputation in the market and protect the financial health of your business.
To avoid customer churn
Recent research found that 91% of customers who resolving a complaint are dissatisfi with a brand will simply leave for the competition.
if you dicate yourself to understanding
the roots of customer dissatisfaction and take concrete steps to reverse this scenario, they may continue to buy from you.
When you demonstrate through actions that you care about the relationship you build with your customers, they tend to reward you with loyalty.
To preserve your reputation in the market
According to a study by elman , 77% of customers america email say that product reviews are a decisive factor when choosing a brand. In practice, this means that out of every 10 people interest in buying your products or services, almost 8 will make that decision bas on the opinion of your current customers.
If you anticipate your customers’ expectations, strive to resolving a complaint meet their nes, and delight them with a hassle-free experience, this shouldn’t be a problem. However, if you avoid the hard work of complaint management, you may lose customers on both sides: those who will stop doing business with you and those who won’t start.