Addressing customer concerns – strategies for effective resolution (Part 2)


Addressing customer concerns in a timely and effective manner can also help to mitigate potential negative publicity. In today’s age of social media and online review platforms, a single dissatisfied customer can easily share their negative experience with a wide audience.

However, by promptly addressing their concerns and providing a satisfactory resolution, businesses have the opportunity to turn a negative experience into a positive one. In the first part, we discussed about ways to appreciate customer concerns. In this part, we shall be speaking about the benefits.

“Your customers are the lifeblood of your business. Their needs and wants impact every aspect of your business, from product development to content marketing, to sales, to customer service.” – John Rampton.

It is needful to mention here that when we address customer concerns duly, we will reap and enjoy the benefits thereof.

Some of the benefits include:

Improve bond – Building strong relationships with clients is crucial for any business. When you have a strong bond with your clients, they are more likely to be loyal and continue to do business with you. By focusing on effective communication, being a trusted advisor, providing exceptional customer service, showing genuine appreciation, and being open to feedback, you can improve the bond with your clients and foster long-term relationships. The reason why some organisations or businesses have thrived over the years is their strong bonding with all their clients.

New business – Every business entity has to appreciate an improved bond with your client, opening several doors of recommendations and other opportunities. It is very natural to recommend someone not because you like the person, but simply because the person will harness and deploy his work with a touch of excellence. This is linked with business. When you do well, you will be recommended.

Repeat business – It is important to mention here that for any business to thrive, stakeholders, CEOs and staff must develop a good relationship with clients. The reason is, you may never know which client will bring you a business that will skyrocket your business or organisation. I want to cite an example of repeat business.

For instance, when a customer frequently visits a restaurant and enjoys the meal and other services, the person is more likely to come again. In the course of time, the person brings his or her friends for dinner and make other recommendation. You will be amazed that in a short while, this restaurant will be noticed, attracting a high calibre of people. This will also help the business to grow because they will be adopting new services to increase productivity and improve standard of service.

Referral – A referral in business is when a satisfied customer recommends your business to their friends, family or colleagues. Referrals can be a very effective way to generate new business as people are more likely to trust the recommendations of people they know and trust. A customer who is happy with your product or service might refer you to their friend or colleague. For example, a customer who is happy with their new car might refer their friend to your dealership when they are looking for a new car.

Goodwill – A business or organisation that is known for its ethical practices and commitment to social responsibility has built up goodwill. This goodwill can be a valuable asset as it can help the company attract new customers and employees, and it can also make it easier for the company to raise capital.

Also, goodwill can be seen or expressed when businesses or organisations discount prices and offer free items when their customers are not frequently purchasing their products either due to increased cost of living or low demand.

>>>Samuel Agyeman-Prempeh is a Certified Professional Trainer (CPT) by the International Association for People & Performance Development (IAPPD) and a publishing consultant assisting busy executives to write and publish bestselling books. He has served as Head of Protocol at a diplomatic mission, Corporate Affairs Officer at a French multinational agribusiness, and as Events & Media Correspondent for a digital ad agency. He can be reached via [email protected]

Samuel Elijah Boateng is an accomplished writer at Lumière Creatif and a digital marketing consultant. His writing style is approachable yet insightful, allowing readers to easily grasp complex concepts. He continues to make a significant impact in the field of leadership through his writing, consulting, and speaking engagements. He is a proud alumnus of the University of Cape Coast. He can be reached via [email protected]

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