How to handle a complaint perfectly
A colleague recently sent me an answer to a complaint he had sent to Delamaison.fr, an online shop specializing in furniture. As we recently discussed on this blog, most firms do everything wrong when it comes to handling complaints. But not Delamaison.fr which knows how to handle a complaint and scores 100% on our complaint satisfaction test. Here’s the answer, followed by our analysis. If you want to improve your complaint handling practices, this email can...
RAGE 2015 study : customers more dissatisfied than ever with complaint handling
The 2015 edition of the RAGE study is out … and guess what ? Post-complaint satisfaction has never been so low and firms seem to keep doing the wrong things about complaint handling. Complaint handling practices are obviously wrong in most firms and as the results below show, particular attention should be given to the quality of the interaction between the customer and the employee. Customer satisfaction is essential. Only for our subscribers: exclusive analyses and...
Ryanair: the best complaint letter ever sent + tips to get compensated
Complaints are important for companies aiming at improving customer satisfaction and loyalty. Yet, most companies don’t answer complaints (50-60% according to the interview of Prof. Davidow you can listen below), which is a very frustrating experience for complainants. This is what you should expect if you ever want to complaint to Ryanair. What you also may expect from Ryanair’s answer to your complaint is a defensive attitude. Based on my long complaining experience and the numerous...
50% of companies do not apologise when they respond to a complaint
Research conducted on 226 companies showed that 50% did not apologize when dealing with a customer complaint. This is the opposite of good customer satisfaction practice.
Paul bakeries: when service and brand image do not match
Paul … an oasis of gastronomy in a culinary desert. Everything is made to remind you the long forgone past of tasteful products: sales point are covered with oak-like veneer, decorated with pieces of furniture that could fit in your grandmother’s interior. Even the door of the garbage room is painted in an artificially aged green lavish veneer. All those clichés work pretty well I must confess. Paul is like a Starbucks. If you want to...
![What do customers expect from downtown stores? [Survey]](https://www.intotheminds.com/blog/app/uploads/retail-shopping-covid19-60x60.jpg)
![Colruyt champion of price changes [Research]](https://www.intotheminds.com/blog/app/uploads/pricing-60x60.jpg)
![In-store digital: customers want efficiency [Survey]](https://www.intotheminds.com/blog/app/uploads/flagship-store-lacoste-paris-champs-elysees-14-60x60.jpg)
![Pay the true price for your coffee at Albert Heijn [Nudge Marketing]](https://www.intotheminds.com/blog/app/uploads/true-price-albert-heijn-4-60x60.webp)
