Building Sustainable Customer Relationships
The complaint management system used by Method Products, Inc. is Everest: Customer Focused Quality.
Method Products, Inc., a particularly mindful organization specializing in environmentally friendly cleaning products, is built on sustainable values. Among Method’s many sustainable practices, customer communication is a priority.
Customer feedback is the term used at Method Products for all customer communication, and for good reason: a whopping 45% of feedback falls into the compliment category. Comments and suggestions comprise 8%, and questions equal 32% of customer feedback.
Customer complaints make up a mere 15% of Method Product’s customer feedback. Despite that the complaint numbers are low; Method Products takes them very seriously.
The first part of listening carefully involves having a solid system in place to capture feedback in a way that is both practical and informative for the organization. Method Products use Everest: Customer Focused Quality, a software product specifically designed as a complaint management system.
Method Product’s customers are loyal and enthusiastic. One reason – among many – is a genuine customer focus. Organizations will find that each improvement in handling customer feedback will yield surprising results; sustainable customer relationships being the most significant...
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