Learn from the customers who hate you

 Great article in the March 6th issue of "Business Week" by Jeff Jarvis who talks about using customer complaints to improve your business.

"Here's some free advice: Go to Google (GOOG), enter any of your company's brands followed by the word "sucks," and you will see the true consumer's reports. Brace yourself: It won't be pretty. Wal-Mart's (WMT) unofficial Google Sucks Index turns up 165,000 results; Disney's (DIS) 530,000; Google's 767,000. What's your number?

Now don't get mad at these people. Instead, help them get even with you. These angry customers are doing you a great favor. They care enough about your product or service to tell you exactly what went wrong. Other customers may just desert you and head to the competition. But these are telling you what to fix. Listen to them. Help them. Respond to them. Ask their advice—and they'll give it to you."

Read the whole article on the Business Week website

Comments

[Ipreneur]

Happy customers will rarely give you feedback, but unhappy customers will tell you & you should listen, be honest with yourself with regard to their complaint. If only half of what they tell you is true they have still done you a great service.
Listen, learn, change & APPLY THE FIX you have nothing to loose & everything to gain.

[Josh GOrdon]

I love you comment. Very insightful. Very true, happy customers help you feel good but do nto help you imporve.

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