Because customers deserve a business which is honest about making the mistake and sincere about making it right. If you fail to provide an exceptional response to your mistake, you will hear about it in more ways then one. Customers will tell others about their poor experience with your company. Except, this story will be told on a global scale across blog posts, social networks and forums.
Remember that in business you cannot control consumer sentiment online. And that’s a really good thing. Now we all have an equal say on what does and doesn’t work on a global scale. As Suzanne writes “Are You Talking To Your Audience Effectively?” if one of your employees decides to write an angry response to a customer complaint, then that message will be publicly broadcast across social networks and blogs in an instant.
If you have made the mistake, own up to it. It saves a lot of hassle for your company to be the one who admits rather then denies a mistake was made. What do you reckon, are businesses handling customer complaints and feedback in an effective manner?
Are they acting on what they being told and show the customer they care?
Share your thoughts in the comments.
About the Author:
Josh Chandler, age 19, is a , Blogger and Video Podcaster. Making his start on the web at age 16, he produced interviews with Top Web Entrepreneurs and first time Startup owners. He has a strong passion for marketing, technology and the web.
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