Recently I reviewed the striking case of a corporation that has ignored over 100 complaints from customers in the past few months (delivered by getclosure!). It is difficult not to become frustrated with the corporation’s attitude. Ignoring customer feedback and turning away business in these volumes seems incomprehensible to me as a [...]

continue reading.....

It is common sense to most of us that customer retention is the best way to ensure your business survives – of ‘recession proofing’ your business. Paradoxically it can seem common sense to cut customer service costs and customer retention costs during hard times. It may be that cost-cutting across the board is necessary to [...]

continue reading.....

Recently getclosure’s Patrick Deale presented to the Credit Providers Association on the topic of Best Practice for Complaints Management. I thought that Patrick’s presentation was superb and that our blog readers would find comments on it useful.
Working from a UK Financial Services Board review, Patrick summarised best practices for complaints handling as follows:
• Create a culture [...]

continue reading.....

We have begun to rate suppliers based on their complaints resolution performance.   The results make interesting reading!
getclosure! now tracks average consumer satisfaction

with the outcome of complaints and
with the way complaints are handled by suppliers.

We also look at how quickly suppliers respond to complaints – tracking the percentage of closed complaints that were acknowledged within [...]

continue reading.....

Most businesses will agree it is more expensive to find and win a new customer than keep an existing one.  Customer retention is consequently important to businesses of all sizes and types.  A holistic customer retention strategy will include consistent good service creating positive reasons for customers to stay and appropriate communication with existing customers [...]

continue reading.....