For companies today, the threat posed by customer anger has never been higher. Social, mobile and cloud technologies have given customers—especially those who have grievances—a louder voice than ever before. As brands such as Abercrombie & Fitch, Netflix and Apple can attest, customers today aren’t shy about voicing their concerns. For some brands, mishandling customer anger can be disastrous. With social media as their platform, angry customers can organize a widespread revolt, damaging a company’s reputation, and hurting sales and revenue.
The rise of the angry customer raises important questions: How should your company react when customers express their anger online? Is listening enough? More importantly, how can your company turn negative customer feedback into actionable intelligence?
We answer these questions in Love Your Angriest Customers, a Vision Critical ebook released today. Written by Tyler Douglas, chief marketing officer at Vision Critical, the ebook explores how companies can address customer anger and use it to improve the business.
Get the ebook now to learn the following:
- Why companies can’t afford to ignore their most irate customers
- The wrong way to respond to customer anger
- The four most common mistakes companies make with their angriest customers
- The four rules companies must embrace to turn anger into love
In the ebook, Douglas says, “The age of the empowered customer is also the age of the angry customer.” Dealing with anger is a constant challenge for brands, but it’s also an opportunity to listen, engage with and learn from customers. Companies that seize this opportunity are well positioned to improve their relationships with customers and to gain valuable feedback that drives innovation and success.