Most of the brands at some point or the other have to deal with unhappy or angry customers, and of course it is never easy. But if we know what to say and, more importantly, how to say it, you are most likely overcome the situation, rather you can even end up with developing a better relationship with your customer than you had before.
Customers are the key to the survival and success of any business. If they are not happy with your products and services, it will naturally have an adverse impact on your business.
When a customer spends an amount on your product or service, they need to trust that your product or service will deliver on the promises made during the sales process. In fact trust is one of the top factors impacting customers’ choice of a brand. A recent report published by Marketing Charts shows that “80% of consumers make a purchase decision based on their trust that the organization will do the right thing. This same report depicts that 75% of global consumers use trust when determining brand loyalty.”
So, in short if you want your business to run smoothly and generate sufficient revenue to cover expenses, gaining customer trust is the first step in this process.
Unfortunately, many at times customers can lose faith in their favourite brands for a variety of reasons. This could be from product didn’t meeting expectations to poor customer service. As a matter of fact, losing customer trust is much easier than we all would like it to be. Rather, a single mistake or miscommunication can be big enough to turn a customer away from their favourite brand.