How a single bad customer service experience can lose a repeat customer

Today I received an email saying an order that was being delivered was cancelled and refunded with no option to get a replacement shipped out.

The order was placed months ago.

The product was in stock.

The product even shipped and was halfway here.

While talking with the store’s customer service they only offered a token $2 credit for my trouble. Nevermind that the product price went up the same amount and reordering wouldn’t be delivered in time.

Needless to say this company is going on my naughty list and I’m now looking at their competitors.

Remember your customer service is on the front lines right now. Customer tensions are high with all of the things going in the world and all of the shipment delays from carriers.

Make sure to give them flexibility to handle problems your customers bring to you.

Otherwise those customers will jump to a competitor and unhappy customers are likely to share their negative experiences as they leave.

While it won’t identify the exact reason for defecting customers, Repeat Customer Insights can be used to get a better understanding of when it happened and who it happened to. The Customer Segmenting can be used to see who has defected and how valuable of a customer they were, while the Cohort Report can show you which months were most problematic.

Eric Davis

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