Value of Customer Feedback

Customer feedback is a "breakfast" of market leaders and helps them make improvements and achieve deeper customer satisfaction. Only 5% of dissatisfied customers communicate their dissatisfaction to sellers, unfortunately.

As customer feedback – both positive and negative, and especially construction – is so valuable, I provide mine here because I was not able to communicate it to Lufthansa through their website.

 

Customer Focus

Customer Service as a Differentiator

Customer Loyalty

Customer Listening Tips

 

 

 

 

The Story

I acquired a Citibank Miles & More credit card because their marketing campaign said that the Lufthansa miles earned thanks to usage of the credit card  would never expire.

I started using the Citibank Miles & More credit card actively and accumulated hundreds of thousands of Lufthansa miles. And then... I discovered that next to all my miles disappeared. 

I described the issue and emailed it to Lufthansa. I received an automatic reply from Lufthansa advising me to contact them through their websites.

I logged in to my account at Lufthansa website and went to the 'Contact' chapter. I found some Q&A article their, but no 'Send us a message' form.


The Situation in Brief

Promises are not kept...

Earnings disappeared...

Contacting the seller is not possible...


Do you think a customer would be satisfied with such a service?

 

Customer Service as a Differentiator

Customer Loyalty

Customer Listening Tips

Educative Failure Stories

Google+ Failure

Nobel – not Noble – Peace Prize

 

 

 

 

Impact of Customer Satisfaction and Dissatisfaction

It costs between 5 and 6 times less to retain an existing customer than to attract a new.

Companies can multiply their profits by retaining more existing customers.

Increased brand loyalty by 1% can increase profitability by 4%.

80% of customers say they are ready to pay more if a company provides great service

Happy customers tell 4 to 5 others of their positive experience. Dissatisfied customers tell 9 to 12 how bad it was.

 

Customer Experience

Customer Experience Management

Customer Service as a Differentiator

Customer Care

Customer Experience as a Love Story

 

 

Konosuke Matsushita advice quotes

After-sales service is extremely important; it is through such service that you get permanent customers... Use complaints to strengthen ties with your customer.

Konosuke Matsushita

Panasonic