Customer Retention and Staff Retention = Happy Business the Dr. Paddi Lund Way
May 27, 2010Social Media and Business Growth – 8 Key Questions to Ask Before You Dive In
May 31, 2010Video: Customer Retention can be Improved by How You Handle Customer Complaints – Delight From Dissatisfaction
Today, I want to share something with you that is a first for this blog….a video post.
Last month, I was fortunate to be asked to speak at an event that Wellers Accountants was running at the St. Stephen’s Club in London and they had asked the guys at Greedy Media to film the presentation.
The presentation was on how in today’s competitive climate, more and more businesses are realising that the relationships we have with our customers and focusing on customer retention will strengthen their position in the marketplace. With a background of increasing competition it is becoming more and more important to protect and grow the most important asset you already have – the relationships you have with your existing customers.
However, there are times, common to most relationships, when customer relations do not always go as well as you would like. Therefore, this seminar explored how best to deal with customer complaints and what to do when things go wrong, thus creating opportunities to increase customer retention and turn a loyal customer into a customer for life!
Highlights of the presentation are in two parts.
Part 1
Part 2
Thank you to all the folks at Wellers Accountants (Neil and Norma) for the opportunity to speak at their event and the guys at Greedy Media (Rob and Justin) for shooting the video. You all did and do amazing jobs.
I hope you all enjoyed that. How did I do?
Was there anything that I mentioned in the clips that resonated with you?
Thanks to sue_r_b for the photo
8 Comments
Video: Customer Retention can be Improved by How You Handle Customer Complaints – De.. @ http://bit.ly/b1ZfLb Will You Retweet This, Please?
Hello Adrian,
Its funny how often I hear people saying that the customer is the key. Oddly, the actions of some of these folks makes me think that it is just lipservice. How companies are handling complaints and using that to learn & to promote their business is so important. Great videos & nice blog!
Have a great day!
.-= mark´s last blog ..Is Work/Life Balance just a scam? =-.
Hi Mark,
Welcome to the blog and thanks for your comment. Too true that many companies just play lip-service to their stated promises and it is, as a customer, so easy to see through that. Those companies don’t seem to realise or care about how word spreads about this type of inconsistent behaviour.
Best wishes,
Adrian
RT @adrianswinscoe Video: Customer Retention can be Improved by How You Handle Customer Complaints.. http://bit.ly/biB5aR Awesome video!!
These are great Adrian! You’re a great speaker.
The point about complaints being opportunities is so true. In today’s online world a complaint not dealt with or poor service isn’t always the end result. Now that people are connected all over the world and even let the voices be heard on line, any (and I mean any) service related complaint that as a business you don’t deal with potentially millions of people can known within days.
I’m reminded of an incident a few years ago where the musician Dave Carroll travelled on an United Airlines flight and the air crew literally through his guitars into the luggage hold. He complained to staff who said they weren’t responsible and passed the buck. So what did he do? How about write about song about it, post it on youtube and let it become a MASSIVE viral hit! United backed down I believe.
In today’s online world you can’t afford to not deal effectively with a complaint.
.-= Ben´s last blog ..Friday’s Personal Development Homework =-.
Hi Ben,
Thanks for your comment. I am glad that you liked the videos. I do enjoy speaking.
Your story just shows how companies should never under-estimate the power of one individual to leverage technology to get make their grievance known. Will have to check out the video to see if it is still there 😉
Adrian
RT @adrianswinscoe: Video: Customer Retention can be Improved by How You Handle Customer Complaints – De.. @ http://bit.ly/b1ZfLb