“A complaint is an expression of dissatisfaction made to an organization, related to its products, or the handling process complaints itself, where a response or resolution is explicitly or implicitly expected.” (Definition from ISO 10002:2004)
Enhancing customer satisfaction, loyalty, and Corporate Image through reputation management is vital to every company or organisation. It is said that it costs an organization at least four times as much to gain a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations. In today’s competitive environment, product and service innovations are re-defining accepted levels of performance.
For this every company needs a good Complaints Management System, which is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand. Even the best companies sometimes get it wrong. They fail to deliver what is promised. Read the rest of this entry »
Online reputation management cannot be taken for granted. Online reputation management combines a series of strategies and methodologies that when effectively done, help promote a positive online presence for a company. Online Reputation Management (ORM) has two defined branches, Proactive and Reactive. Both branches ensure online actions are controlled and monitored for a positive online presence of a company. Read the rest of this entry »