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Monday, July 4, 2016

5 Ways to Turn Your Unhappy Customer into a Valuable Resource

If you are looking for a professional writer, both fiction, and nonfiction, please contact richard.nata@yahoo.co.id

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5 Ways to Turn Your Unhappy Customer into a Valuable Resource

There are few things that impact a brand’s reputation more than the way it responds to complaints and unhappy customers. Customer service has always been an important part of developing brand loyalty, in fact it was the center of thebusiness model that allowed companies like Nordstrom’s and Zappos to thrive. And now that the internet and social media give individuals their own platform to publish information about their daily lives, it’s becoming even more critical for companies to provide great customer service.
twitter message British airways
It’s easier than ever for customers to publicly share their experiences, and the way you respond to unhappy customers will determine what they say about you afterward. So what can you do to make sure that you properly respond to an unhappy customer so that you both experience the most pleasant outcome possible? And is there a way you can actually make unhappy customers helpful to your business, so that instead of treating them like a problem – you actually see them as an opportunity?
Yes, there is. Each dissatisfied contact has the potential for becoming your company’s best advertisement, a key referral source, and a stealth undercover operative – if you are willing to listen.
Here are five ways to turn unhappy customers into a valuable resource for your business:

1. Make Your Customer Feel Heard.

All complaints are similarly themed – something was supposed to happen that didn’t. A product doesn’t work, a repairperson doesn’t show up as scheduled, an expectation wasn’t met. In any event, your client was inconvenienced or worse. By the time the problem is severe enough for the customer to contact you, they are undoubtedly upset.
If you respond to an unhappy customer by immediately trying to get to a solution, it can possibly backfire and make the customer even more upset. Being unhappy or angry with a company or product puts the customer in a highly emotional state, so the first thing you should try to do is get them into a more agreeable frame of mind.
Often times an unhappy customer actually cares more about just feeling like they’ve been understood. But if you immediately jump to a resolution, thecustomer won’t feel like you’ve taken the time to truly hear their problem.
We all like to feel that we’re special, so even if the customer’s complaint is a common one take the time to make them feel heard. You can do this by acknowledging not just the facts of the situation, but also how it made them feel. For example “It must have been frustrating for you to bring home our product only to realize it wasn’t the right model for your needs.”
Whether you are the first line of defense or last in line of escalating concerns, every call or message on social media matters, and the way you handle the conversation from the very beginning can go a long way towards diffusing the situation.
While it’s only natural to get defensive when someone is criticizing your product or service, you can mine the complaint for valuable information, and potentially convert a hostile caller into a loyal devotee.
No one is ever going to be more honest with you than an unhappy customer. It also gives you the opportunity to gain valuable insight into whether any internal processes need to be fixed when dealing with customers so make sure to take detailed notes.
Dominos was often the butt of jokes, with many people complaining that their pizza tasted like cardboard. The company tied with Chuck E. Cheese, coming in last place in a consumer’s taste preference survey done by Brand Keys in 2009.
The company listened to its unhappy customers and responded by changing their pizza recipe. They encouraged consumers as well as food bloggers to try their new pizza and to leave feedback through social media. This type of transparency and willingness to take criticism and do something about it generated goodwill towards the company and a willingness for people to give Dominos another shot.
2 virtual assistant
As CEO Patrick Doyle stated in a documentary created by Dominos to show how they listened to their critics, “You can either use negative comments to get you down, or you can use them to excite you and energize your process of making a better pizza. We did the latter.”

2. Do All That You Can to Delight Your Unhappy Customer.

No question, some problems are more difficult than others to fix – a moving company drops a valued antique, a supplier misses a critical deadline, the cable company drops the biggest game of the year. Sometimes, you can’t undo the problem, but you can always find a way to make it up to the customer. The degree to which you do so will go a long way towards converting your unhappy customer into your most vocal advocate.
Going out of your way to accommodate a customer’s needs makes them feel important, respected and in control. Whenever possible, try to give your customer even more than they asked for. By delivering even the smallest amount above their expectations, you can make them feel like they are your most valued customer.
When a customer’s Christmas package was stolen from their apartment building, the customer service reps at popular on-line retailer Amazon.com didn’t point fingers, they went to work exceeding expectations, delivering a replacement order and waiving the shipping charges. Even though the loss wasn’t Amazon’s fault, they fixed the customer’s problem. The news of their corporate generosity made most major newscasts and generated goodwill and publicity far beyond the costs of the package they replaced.
Converting unhappy customers into valued customers will dramatically impact your repeat business. Everyone knows problems happen, products sometimes break and service providers occasionally fail. It’s how you make up for the inconvenience that makes the difference. You distinguish yourself from your competition by the way you make things right. Customers will come back to your brand over and over again when they know you’ll address any problem that arises.

3. Damage Control – Protect Your Brand from Negative Mentions.

There used be a standard formula that said when someone experienced poor customer service they would tell ten of their friends. That was before the internet, smartphones and social media.
In today’s instant-access, multimedia environment, one unhappy client can reach literally thousands of people, sending their complaint about your company viral. Sadly, negative comments seem to be more contagious than positive ones. You’ve probably seen video clips where customer service personnel aggravated situations by their rudeness; by not listening and not resolving the complaint.
Insensitive lingerie and workout wear retailers may always regret the way they respond to customer’s concerns about style and fit. Just take a look at some of the controversy Lululemon generated after the company’s CEO suggested unhappy consumers were probably just too fat to wear their clothes.
lulumon founder says
Headlines from around the internet after comments by Lululemon founder Chip Wilson. Image credit: http://nymag.com/thecut/2013/11/lululemons-pants-debacle-takes-fat-shaming-turn.html
As you might imagine, those comments were widely posted on-line. There’s no un-ringing the negative publicity bell.
That’s why it is critical that you use your interactions with unhappy customers as an opportunity to turn them around. Unresolved complaints tend to escalate. They get posted to social media pages and more and more unhappy customers join the conversation. The louder the conversation gets, the more the negative sentiment towards your brand will spread to other people in your target market. By providing good customer service and making customers feel heard you can minimize your negative publicity.

4. Build a Positive Reputation.

On the flip side, an unhappy customer that’s transformed into a delighted one becomes even more loyal than a satisfied customer. In other words, we are even more satisfied when we’ve had a problem and it’s been satisfactorily handled than if we never had the problem to begin with. Better still, when a disgruntled client receives stellar customer service they are more likely to tell their friends, in part, because it casts them in such a positive light.
Nordstrom’s built a reputation for exceedingly excellent service, especially the way they process customer returns. Store managers are given wide discretion on how they implement the company’s generous return strategy – supposedly even accepting tires at one store, a product Nordstrom’s doesn’t carry! The story, one of many, spread like wildfire and helped cultivate the Nordstrom brand of individual attention and superior, over-the-top service.
Zappos is another company that has legendary status when it comes to its customer service. Their devotion to providing quality service and listening to consumers has paid off in dividends. They have a legion of fans who can’t wait to spread the word about how outstanding their services are (free advertising) and75% of their purchases come from repeat customers!
zappos letter
When you delight your customers by resolving their issues and then exceeding their expectations (see the second tip) your customers will be motivated and excited to share the story. Again, everyone is happy to spread the word about how special and important they are that a company went out of their way to help them. Customers will post their positive experiences to social media which your company can then re-post. There’s nothing like unsolicited, positive, authentic customer testimonials to improve your brand image.
Remember, every initially combative or irate customer contact gives you an opportunity to forge a lasting positive relationship.

5. Seize the Opportunity for Improvement.

Once you conclude your conversation with your now converted, happy customer, your work is not over. Remember those detailed notes you took during your call? Unhappy customers are an invaluable resource for providing honest information about your business, information you need if you want to improve and stand out from your competition.
Each complaint is like having a covert operative working undercover to point out potential problems. The old adage, “where there’s smoke, there’s fire” applies to your business. If one unhappy customer tells you about a problem, how many more have experienced a similar issue and just haven’t called?
By attending to each individual complaint, you can nip potential problems in the bud. Or, if there is a more systemic problem in play, you can address it before it gets any worse. Common customer issues can reveal where your business needs work, and give you direction so that you can continually build a better product or service. By incorporating complaints as feedback for improving your business, you will help even more customers.
Most customers will accept the occasional human or system error. How your company responds to those errors is what distinguishes you from your competitors. It’s easier than ever for customers to publicly share their experiences, and the way you respond to unhappy customers will determine what they say about you afterward.
By truly listening to your unhappy customers you can generate the most pleasant outcome possible. Better yet, you can turn an experience with an unhappy customer into an opportunity to drive profitable change and growth for your business. You now know every complaint is your opportunity to minimize future negative publicity and convert an unhappy customer into a devoted and loyal fan who will spread the word about your superior service.
So the next time you have an unhappy customer on your hands, you can smile and say warmly, “Thank you for reaching out,” and mean it.
About the Author: Josh Brown is part of the marketing team at Soldsie, a social-selling platform that enables retailers to sell their items over social channels like Facebook and Instagram. You can follow Soldsie on Twitter or Facebook.

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Berapa sih nilai dari blog gue DALAM DOLLAR  ? http://richardnata.blogspot.com/2015/04/berapa-sih-nilai-dari-blog-gue-dalam.html


Need a professional writer? Fiction and non-fiction? contact richard.nata@yahoo.co.id
Let me introduce myself. My name is Richard Nata. I am an author, novelist, blogger and ghost writer. My articles, including short stories have been published in magazines and newspapers since 1994. I have written a lot of books, both fiction and non-fiction. So I was a professional in the field of writing, both fiction and non-fiction.

I was born in Jakarta, August 17, 1968.  

In 1988, at the age of 20 years, I started working as an accounting staff. Age 24 years has occupied the position of Finance Manager. Age 26 years as a General Manager.

In 1994, my articles published in magazines and tabloids.

In 1997, I wrote a book entitled "Buku Pintar Mencari Kerja". This book is reprinted as much as 8 times. Through the book, the authors successfully helped tens of thousands of people get jobs at once successful in their careers. They were also successful when moving to work in other places.

In 1998, I started investing in shares on Bursa Efek Indonesia (Indonesia stock exchange). As a result of investing in the stock market then I can provide consulting services for companies that want to go public in Indonesia stock exchange.

more information :
1. IPO KAN PERUSAHAAN ANDA DI BEI, TRIK TERCEPAT MENJADIKAN ANDA SEORANG KONGLOMERAT. brand, ideas, story, style, my life: IPO KAN PERUSAHAAN ANDA DI BEI, TRIK TERCEPAT MENJADIKAN ANDA SEORANG KONGLOMERAT.
2. JASA KONSULTAN GO PUBLIC ( IPO ) DI BURSA EFEK INDONESIA. 


BUKU PINTAR DAPAT KERJA GAJI TINGGI PINDAH KERJA GAJI SEMAKIN TINGGI made by retyping the book BEST SELLER of the author, entitled “Buku Pintar Mencari Kerja”. This ebook available on google play.

In 2015, I had the idea of a startup company where the readers can decide for themselves the next story. WASN'T THIS A GREAT IDEA? IF can be realized WILL BE WORTH billions USD. Because CAN PRODUCE FOR MILLIONS OF DOLLARS even tens of millions USD annually. 

In theory, in 10-20 years into the future, my startup income, amounting to hundreds of million USD annually can be obtained easily. AND IF FOLLOWED BY MANY COMPANIES IN THE WHOLE WORLD WILL THEN BE A NEW INDUSTRIAL worth trillions USD. 

To be honest. Currently I'm not having a lot of money. So I start marketing my startup with blogspot.

My STARTUP :


A story with millions of choices in it - looking investor like you.



Try to imagine this. When you're reading a story on the web or blog, you are given two choices. You can choose the next story based on your own choice. After selecting then you can continue reading the story. Shortly afterwards you will be presented back to the 2 other options. The next choice is up to you. Then you continue the story you are reading. After that you will be faced again with 2 choices. So onwards. The more stories you read so the more options you have taken.


If you feel curious then you can re-read the story by changing your selection. Then you will see a different story with the story that you have read previously. The question now is why is this so? Because the storyline will be varying according to your choice. 


I, as the author is planning to make tens of thousands of articles with millions of choices in it. With tens of thousands of articles then you like to see a show of your favorite series on TV for several years. The difference is while watching your favorite TV series, then you can not change the story. Meanwhile, if you read this story then you can alter the way the story according to your own choice.

You might say like this. Sounds like a book "choose your own adventure". Books I read when I was young.

Correctly. The idea is taken from there. But if you read through a book, the story is not so exciting. Due to the limited number of pages. When a child first you may already feel interesting. But if you re-read the book now then becomes no fun anymore because you don't get anything with the amount of 100-200 pages. 

Have you ever heard of game books?  When you were boy or girl, did you like reading game books? I think you've heard even happy to read it.

Gamebooks are sometimes informally called choose your own adventure books or CYOA which is also the name of the Choose Your Own Adventure series published byBantam BooksGamebook - Wikipedia, the free encyclopedia
Gamebook - Wikipedia, the free encyclopedia

A gamebook is a work of fiction that allows the reader to participate in the story by making effective choices. The narrative branches along various paths through the use of numbered paragraphs or pages.
Lihat preview menurut Yahoo

Bantam Books with the Choose Your Own Adventure 

series has produced more than 250 million US 

dollars. While I offer you more powerful than the Choose 

Your Own Adventure. Because of what? Because the 

story that I made much more interesting than the stories 

created by the authors of Bantam Books. You will not get anything just to 100-200 pages. While the story that I created is made up of tens of thousands of articles with millions of choices in it.

For comparison are the books published with the theme "choose your own adventure" produces more than 250 million copies worldwide. If the average price of a book for 5 USD, the industry has produced more than 1.5 billion USD. But unfortunately this industry has been abandoned because the reader begins to feel bored. The last book was published entitled "The Gorillas of Uganda (prev." Search for the Mountain Gorillas ")". And this book was published in 2013.

Based on the above, then you are faced with two choices. Are you interested in reading my story is? Or you are not interested at all. The choice is in your hands.
If you are interested then spread widely disseminated this article to your family, friends, neighbors, and relatives. You can also distribute it on facebook, twitter, goggle +, or other social media that this article be viral in the world. By doing so it is a new entertainment industry has been created.

Its creator named Richard Nata.

The full articles that talks about this: 
  



WHY DO I NEED STARTUP FUNDS FROM INVESTORS? I NEED A LOT OF FUNDS FROM INVESTORS BECAUSE I HAVE TO LOOKING FOR EXPERT PROGRAMMERS(IT).BECAUSE THE DATA IS HANDLED IS VERY LARGE, IT MAY HAVE TO WEAR SOME PROGRAMMERS(IT).

I CAN NOT WEAR SOME FREELANCE PROGRAMMER BECAUSE THE DATA MUST BE MONITORED CONTINUOUSLY FROM VIRUSES, MALWARE, SPAM, AND OTHERS.

IN ADDITION FUNDS FROM INVESTORS IS ALSO USED TO BUY SERVERS WITH VERY LARGE CAPACITY. FUNDS ARE ALSO USED TO PAY EMPLOYEE SALARIES AND OPERATIONAL COSTS OF THE COMPANY.

FUNDS CAN ALSO BE USED FOR ADVERTISING AND OTHER MARKETING STRATEGIES.FUNDS CAN ALSO BE USED TO ADVERTISE MY STARTUP AND OTHER MARKETING STRATEGIES.

IF I GET A VERY LARGE FUND, THE PART OF THE FUNDS USED TO TRANSLATE THE STORY INTO VARIOUS LANGUAGES.With more and more languages, the more readers we get.
WITH MORE AND MORE READERS, THE MORE REVENUE WE GET. 

AS AN INVESTOR THEN YOU DO NOT HAVE TO FEEL ANXIOUS ABOUT YOUR FUNDS. BECAUSE YOUR FUNDS WILL NEVER BE LOST BECAUSE IN 3-5 YEARS YOU HAVE RETURNED THE FUNDS COUPLED WITH PROFIT.
THIS BUSINESS IS ONE AND THE ONLY ONE IN THE WORLD.

If we can make a good story, so that the readers will 

come again and again for further reading the story then 

our earnings will continue to grow and will never 

diminish. This is due to new readers who continued  to 

arrive, while long remained loyal readers become our 

customers.

So that the number of our readers will continue to 

multiply over time. With the increasing number of loyal 

readership then automatically the amount of income we 

will also grow larger every year. The same thing 

happened in yahoo, google, facebook, twitter, linkedin, 

and others when they still startup.

Deuteronomy {28:13} And the LORD shall make thee the 

head, and not the tail; and thou shalt be above only, and 

thou shalt not be beneath; if that thou hearken unto the commandments of the LORD thy God, which I command thee this day, to observe and to do [them: ]

Try to imagine this. If I give a very unique story. It was the first time in the world. But the world already know this story even liked it. Because the world love the game books. While the story that I made is the development of game books.
Do you Believe if I dare say if I will succeed because my story will be famous all over the world as Harry Potter?
I believe it. Not because I was the author of the story, but because of the story that I made is unique and the only one in the world. 
Income from my startup :
1. Ads. With millions of unique visitors, the price of the ads will be expensive.
2. Affiliate marketing. In addition to advertising, we are also able to put up some banner from affiliate marketing.
3. Contribution of the readers. If you have a million readers and every reader to pay one US dollar per year then you will get the income of one million US dollars per year. 
If you have a million readers and every reader to pay one US dollar per month then you will get as much revenue twelve million US dollars per year.
4. Books and Comics. After getting hundreds of thousands to the millions of readers of the story will be made in books and the form of a picture story (comics).
5. Movies. If we have a good story with millions of readers then quickly we will be offered to make a film based on the story.
6. Merchandise related to characters. After the movies there will be made an offer for the sale of goods related to the characters.
7. Sales. With millions of email that we have collected from our readers so we can sell anything to them.
    Each income (1-7) worth millions to tens of millions of US dollars. 
    Because each income (1-7) worth millions to tens of millions of US dollars. Then in 10-20 years into the future, AI will be earning hundreds of million USD annually.
So how long do you think my story that I made could gather a thousand readers? Ten thousand readers? One hundred thousand readers? A million readers? Five million readers? Ten million readers? More than ten million readers?
But to get all of it of course takes time, can not be instant. In addition, it takes hard work, big funds and placement of the right people in the right positions.
By advertising, viral marketing, strong marketing strategies and SEO then a million readers can be done in less than a year. Ten million readers can be done in two to three years.
This is the marketing strategy of my startup.
When hundreds of thousands or millions of readers already liked my story then they have to pay to enjoy the story that I made.
If you are a visionary then you will think like this.
With the help of my great name in the world of business, my expertise in marketing, advertising, marketing by mouth, viral marketing, then collecting a million readers to ten million readers will be easy to obtain. Is not that right?
The question now is what if people like my story as they like Harry Potter? You will get tens of millions or even hundreds of millions of email addresses from readers. With that much email, we can sell anything to the readers.
Since April 2013, Wikipedia has around 26 million articles in 285 languages are written by 39 million registered users and a variety of anonymous people who are not known from other parts of the world.  Web ranked by Alexa, Wikipedia is a famous website number 6 which has been visited by 12% of all Internet users with 80 million visitors every month and it is only from the calculation of America.

resource : http://www.tahupedia.com/content/show/136/Sejarah-dan-Asal-Mula-Wikipedia

If no Wikipedia then need hundreds of thousands to millions of books required to make 26 million articles in 285 languages into books.

With the Wikipedia then people started to leave to read a book or books to seek knowledge about a subject or many subjects.

The same thing will happen. Read a story in a book or books to be abandoned. Read a story with millions of choices on the web or blog is far more interesting than reading a book or books. 

So what happens next? In 10-20 years ahead then read a story in a book to be abandoned. Otherwise my startup will grow and continue to develop into a new entertainment industry.

New entertainment industry, where I was a forerunner startup will continue to evolve. 
Therefore, in 10-20 years into the future, my startup will be earning hundreds of million USD annually.

So do not delay. Invest your money immediately to my startup. Take A Look. There are so many advantages if you want to invest in my startup.
WHY YOU SHOULD INVEST YOUR MONEY RIGHT NOW? .
IF YOU INVEST YOUR FUNDS IN ONE, TWO OR THREE YEARS INTO THE FUTURE, YOU MAY BE TOO LATE.
BECAUSE IN 1-3 YEARS INTO THE FUTURE THEN I'VE GOT THE FUNDS. THE FUNDS CAN COME FROM SOME INVESTORS, LOANS FROM BANKS OR FROM ADVERTISEMENTS POSTED ON MY BLOG.

IF I'VE GOT A LARGE AMOUNT OF FUNDS THEN I'VE NO NEED OF YOUR FUNDS. SO INVEST NOW OR NOT AT ALL.

My BLOG started to be written January 11, 2015. TODAY, MAY 30, 2015, THE NUMBER OF CLICKS HAS REACHED 56,750. SO FAR SO GOOD.

If I get big funds from investors then with a quick story that I wrote will spread throughout the world.

So I got acceleration because I can put ads in a large variety of media such as Google AdWords, Facebook, and others. I also can perform a variety of other marketing strategies.
If I do not get funding from investors then my story would still spread throughout the world. But with a longer time, Slow but sure.

So either I get funding from investors or not, the story that I wrote will remain spread throughout the world. Ha ... 7x

So don't worry, be happy.

My advice to you is you should think whether the data that I have provided to you makes sense or not .
If my data reasonable then immediately invest your funds as soon as possible.

Then we discuss how we plan further cooperation.

Thank you.
Lord Jesus bless you.
Amen
P.S. The offer letter I gave also to the hedge funds and 

venture capital and other major companies 

in the entire 

world. So who is fast then he will get it.


P.P.S. In addition, there is one more thing I 

want to tell you. If a story can generate tens 

of millions of US dollars, then what if made 


many stories? Then why do not you make 2, 3 or many stories? You will get hundreds of million USD annually. 

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