Every customer has an economic value. Customers provide repeat business and cash flow. They are your best prospects for additional product and services and they can provide you with positive references and referrals, which lowers the cost of acquiring new customers. So the loss of a customer is serious. Here are some techniques to get customers back.

One of the biggest problems with satisfaction surveys is that many customers won’t fill them in. Many surveys are boring, asking too many detailed questions and consumers get bothered too often. Internet and mobile technology allow for new methods of engaging customers. Here are some of the old techniques I have seen recently in surveys I have completed, followed by some new techniques you might not have considered. My thanks to Qualtrics for demonstrating these new survey and market research techniques and allowing me to use excerpts from their demo materials in this post.

Customer service representatives, complaint managers and senior executives are often confronted by irate customers. When the interaction is in person or over the phone, there are techniques to calm the customer and get to the heart of the matter. Here are 7 steps I used at IBM when I handled critical customer complaints.

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