Moncler and DKV don’t care about customer complaints
Who said big companies are customer-centric and focused on customer satisfaction ? Besides firms which tweak their satisfaction surveys to obtain better results (see the example of Belfius), others simply seem to ignore the basic principles that ensure satisfied customers. Handling complaints is one of them. Moncler : how to NOT handle a complain You all know Moncler. It’s one of the most successful high-end leisure fashion brand. It’s an amazing brand that has turned into...
Complaint handling in numbers : are customers really satisfied ?
Over the years I’ve collected a series of statistics about complaint handling. I call them “the metrics of dissatisfaction”. These figures reveal that despite 30 years of research in the field, hundreds of papers and books published and tons of recommendations, companies are still not getting it. Complaint are still not being handled well and customers are more dissatisfied than ever. The dangers of dissatisfaction These figures should be enough to convince you that complaint handling is...