Do You Hear Your Customers Screaming? (Probably Not.)

by Jeannie Walters

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ATTENTION! Anyone who sells anything to anybody:  You’re not hearing the complaints.

Why? Because your customers are SCREAMING and telling their friends, Facebook compatriots, blog readers and other audiences how horrible you are. And yet they’re not telling you.

Or they are telling you, but since you’re choosing not to listen, they are taking matters into their own hands.

 

 

 

They are posting things like this:

 

And this: 

 

And this:

And how about this:  

What to do about this? Some ideas:

  • Make sure you’re actually listening. Anyone can do a quick search and find loads of haters. The important thing is to find out if they’re complaining about things you can actually address. (Hint – you can!)
  • Empower your employees and customers to speak up when the moment is right. Don’t let someone walk away with a constructive complaint in their head and nowhere to put it.
  • Respond! How hard would it be? Yes, it means sometimes admitting you’re wrong, but that’s what we want to hear if you really are wrong.
Your customers are screaming. And you aren’t hearing them. It’s time to change that.
Photo Credit: The University of Salford via Creative Commons License

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and Lynda.com instructor, and a TEDx speaker. Learn more here.

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