Hey y’all! Welcome to the 21st episode of #Fandamnshow! Today I talk to you about how to respond to complaints from customers online and turn them into raving fans of your brand! This topic is SO misunderstood by brands, so I wanted to spend an episode walking you through the process for not only responding to an angry customer, but doing so in a way that converts them into a passionate fan of your brand.
2:00 – Understanding the mindset of the customer that’s complaining about your brand. Understanding what’s motivating their behavior is vital to your brand responding to them correctly.
2:50 – How does the average customer handle a problem they have with a product or service? What’s their response?
4:00 – By the time the customer complains about your brand online, they are already aggravated, and here’s why.
5:50 – What every customer that complains about your brand online wishes you understood about WHY they are complaining.
6:20 – The seven steps you should take to respond to an angry customer online, and convert them into a passionate fan of your brand.
Here’s where you can download and listen to the episode directly. And if you can, please subscribe to The Fan-Damn-Tastic Marketing Show on iTunes, and I would *love* it if you could review the podcast on iTunes as well. Also, #FanDamnShow is now available on Stitcher as well! BTW, thank y’all SO much for helping to grow #fandamnshow, the podcast had over 1,500 downloads in March at it looks like it will easily top that in April. As a result, I’ve started to get requests for sponsor #FanDamnShow so I’ve created a custom page that has all the information on how your brand can sponsor #FanDamnShow and the rates. All available sponsor slots will be filled on a first-come, first-served basis, so please email me if you are interested in sponsoring #FanDamnShow.
We’ll talk again next week!