Getting a call or email from an angry customer is a valuable opportunity for your business, though it may not feel that way at first.
The key to getting the most out of the gift of customer anger is learning how to unwrap it properly.
You receive a customer feedback survey and on the “likelihood to recommend,” question she responded with an “8”. In the NPS* scoring scheme, she is a passive customer. When the interviewer asked why she gave the rating, her response was “I do not score higher than that as there is always room for improvement” and the survey comments do not provide any clues about her rating.
Almost every day we read about another merger or acquisition. For example, Bunzl, a London-based logistics and distribution company, made 22 acquisitions just last year, and AB InBev is moving closer to joining with SAB Miller. Yet, a recent Gallup organization study caused me to consider the limits of a growth strategy designed by acquisitions versus one based on organic expansion.