{"id":20395,"date":"2015-05-21T16:41:36","date_gmt":"2015-05-21T20:41:36","guid":{"rendered":"http:\/\/phone.com\/?p=20395"},"modified":"2024-09-26T14:24:30","modified_gmt":"2024-09-26T18:24:30","slug":"a-silent-customer-isnt-always-a-happy-customer","status":"publish","type":"post","link":"https:\/\/www.phone.com\/a-silent-customer-isnt-always-a-happy-customer\/","title":{"rendered":"A Silent Customer Isn\u2019t Always A Happy Customer"},"content":{"rendered":"<p>We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. On one occasion, I came across a large account. At first glance, I noted that they\u00a0paid their bill each month and almost never called Customer Service. Great, right?<\/p>\n<p>But when I called and spoke with them, I found out they were experiencing a number of technical issues and were considering switching to a different provider. They just didn\u2019t have the time to call us or try to resolve the issues. I&#8217;d gone into the call thinking this customer was going to sing our praises, only to find out that we had challenges\u00a0to deal with. While I wasn\u2019t able to resolve all of their issues immediately, I was able to open up a feedback loop with the customer to work towards resolution.<\/p>\n<p><a href=\"http:\/\/en.wikipedia.org\/wiki\/Net_Promoter\" target=\"_blank\" rel=\"noopener noreferrer\">Net Promoter Score<\/a> (NPS) is a fantastic way to measure how satisfied our customers are, and how likely they\u00a0are to recommend us to friends and colleagues. But what I learned in this case, is that we may\u00a0have customers that are\u00a0too busy to call Customer Service or complete one of our NPS surveys.<\/p>\n<p>It was a\u00a0great reminder to me that a silent customer isn\u2019t always a happy customer. Never underestimate the importance of reaching out to those who use your product. Regular contact with them will give you valuable insight into how your customers experience your service, and may very well turn a frustrated user into someone who champions your product.<\/p>\n<hr \/>\n<p><em>This post first appeared on <a href=\"http:\/\/communicatebetterblog.com\/a-silent-customer-isnt-always-a-happy-customer\/\" target=\"_blank\" rel=\"noopener noreferrer\">Communicate Better Blog<\/a>, a customer-service resource managed by <a href=\"https:\/\/twitter.com\/jtwatkin\" target=\"_blank\" rel=\"noopener noreferrer\">Jeremy Watkin<\/a> and <a href=\"https:\/\/twitter.com\/jennysuedempsey\" target=\"_blank\" rel=\"noopener noreferrer\">Jenny Dempsey<\/a>, who just happen to lead Phone.com&#8217;s outstanding Customer Service team.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. On one occasion, I came across a large account. At first glance, I noted that they\u00a0paid their bill each month and almost never called Customer Service. Great, right? But when I [&hellip;]<\/p>\n","protected":false},"author":62,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[10397,10393],"tags":[75,171],"class_list":["post-20395","post","type-post","status-publish","format-standard","hentry","category-customer-stories","category-learning","tag-customer-service","tag-nps"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>A Silent Customer Isn\u2019t Always A Happy Customer - Phone.com<\/title>\n<meta name=\"description\" content=\"We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. On one occasion, I came\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.phone.com\/a-silent-customer-isnt-always-a-happy-customer\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Silent Customer Isn\u2019t Always A Happy Customer\" \/>\n<meta property=\"og:description\" content=\"We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. 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