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Customer difficulties represent opportunities!
Research indicates that a well handled complaint is more likely to improve customer loyalty than if the person did not have a problem in the first place.
We all want to avoid the negative word of mouth associated with customer complaints.
We can turn this around by giving our customers a chance to tell us.
Then, we can follow up the complaint, providing the customer an overall positive experience.
The Direct Loyalty Generator helps rescue customers that need it:
The Direct Loyalty Generator provides you a number of options for customer rescue.
You can get an immediate notification when the customer submits their complaint (to your e-mail or wireless device).
You can set it up to automatically send the customer a message that you have created in advance.
For example, you may invite the customer to return within the next 30 days and if they do you will give them a special item as a courtesy for their repeat visit.
In addition, you get customer rescue reporting which will help you understand the trends in customer rescue.
For example, you may find out that complaints are declining over time, or that they are consistently elevated on Friday around noon.
There are a number of key customer rescue metrics that you have when you use the Direct Loyalty Generator.
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