Google Campus. Image courtesy of Google.
“Carefully listening to and responding to your customers’ complaints builds loyalty and yields valuable information about how service can be improved.” This is the customer experience mantra that almost every business person can recite from memory.
While most companies know these words, they often forget to focus on these “hidden gems” of feedback. Even when they do, they sometimes fall short when trying to create the best customer experience. Recently at a conference lunch, I sat next to Dutta Satadip, Director of Customer Success in Americas for Google. Not only did I meet a customer care soulmate, but I recognized that his words of wisdom and approach had many small business applications. When I asked him to share his thoughts on how to create a happy customer using the Google method, he was happy to share. Here’s what he had to say.