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Idea from Celan Bryant


How To Turn Customer Complaints Into Drivers Of Engagement


Small businesses spend a lot of time and money trying to acquire new customers, but often neglect customer retention. One specific area of focus for maximum impact is customer problem resolution. A recent Gallup study found that 60% of customers report problems and that best-in-class problem resolution can lead to higher customer engagement. It also found that 93% of customers prefer problem resolution over monetary compensation. Takeaway: Complaints are opportunities to drive engagement.


Celan Bryant

Industry Category

Find writers and ideas in Business


  • competition
  • concessions
  • customer satisfaction
  • client retention
  • customer retention
  • customer engagement
  • problem resolution process
  • brand perception
  • future purchase intent
  • Links

  • http://www.gallup.com/businessjournal/205445/silver-lining-customer-problems.aspx?g_source=RETAIL&g_medium=topic&g_campaign=tiles