FINDING DISSATISFIED CUSTOMERS

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Dissatisfied customers have the potential of spreading loads of negative word of mouth. If you find them and respond to their dissatisfaction, for many you can actually turn dissatisfaction into gratitude.

Finding dissatisfied customers can be accomplished in several ways:

Handing out customer service response cards.
Interviewing customers after transactions.
Training employees to identify typical behavior patterns associated with dissatisfaction.
Conducting focus groups and other research to identify what irritates customers.

Select and use a method that works best in your enterprise. For more information on this important step, see the book.

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Finding Champions

Finding champion customers
Finding a reputation
Finding champion employees
Finding unhappy customers

Inspiring Champions

Inspiring champion customers
Inspiring champion employees
Inspiring unhappy customers

Thanking Champions

Thanking champion customers
Thanking champion employees
Thanking unhappy customers

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