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What is the return on investment (ROI) for rewarding customer complaints?

As the owner/operator/manager of a consumer based business (eatery, retail store, service business, etc.) you are accustomed to hearing patron complaints. It is very likely that you offer those expressing their opinions some sort of compensation (i.e. gift card) for their feedback, especially if their experience was less than favorable. While this gesture of goodwill is smart, all too often the connection is lost once the redress if provided.

Once you have provided some sort of compensation for the negative experience what type of follow-up action do you take? In Powerfeedback?s research we discovered that in less than 3% of incidents reported is any type of subsequent research done. Why are companies so resistant to re-connect with disgruntled consumers? Powerfeedback always counsels its clients to employ systems and procedures to in fact reach out to its customers after the original incident was reported. This small but important action is critical in building brands, ensuring customer loyalty, improving profitability, and attracting positive press.

Powerfeedback can show you how to take the steps needed to make certain that a ?win? can come from any negative feedback that may arise. Email us today to learn how we can help your business to be even more successful!

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