Part I from Gallup: The Silver Lining Of Customer Problems

Gallup, Inc

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by John Timmerman and Daniela Yu of Gallup

Story Highlights

  • Many companies' problem resolution processes are missing the mark
  • Handling problems effectively can lead to higher customer engagement
  • Organizations need to understand and prevent their most severe problems

As if high customer problem rates weren't bad enough, many companies' problem resolution processes are seriously missing the mark. For any company, poor problem resolution wreaks havoc on organizational outcomes -- including customer engagementbrand perception and future purchase intent

But there's good news: When a company handles problems effectively, it can dodge potential threats and end up with higher customer engagement than it had before the problems occurred. It all comes down to experiences.

Download the Gallup report to learn the key factors companies must learn to develop customer-centric problem resolutions.