The Internet and social media have amplified the consumer’s voice, says Maribeth Kuzmeski, author of “…And the Clients Went Wild! How Savvy Professionals Win All the Business They Want.”
That makes it especially important for credit unions to have a service-recovery plan in place.
“If someone were to go viral with a negative story about your company, you might lose scores of customers,” she says.
Kuzmeski offers these service-recovery tips:
Many companies focus on major initiatives but lose their customers over little things, Kuzmeski says.
“Customer relationships are made or broken when something goes wrong. If you don’t have well-developed service recovery techniques in place, you’ll lose the customer every time.”