How To Turn A Very Unsatisfied Customer Into A Very Happy Customer
A true story with “double happy ending”
Here is how it went. To complete and to enrich my presentations I am used to work with JingPro a very easy to use screen capture software from TechSmith. It allows to capture videos in “.mp4” format up to 5 minutes which perfectly fulfil my presentation needs. I love working with Jing and I had already my JingPro licence (€14.50), but for some reason the software wasn’t able to switch my account from Jing “base” that saves only “.swf” files, to JingPro. That was a big problem because embedding “.mp4” files into my Keynote presentations is so essential for me. I was in a hurry and didn’t have the time to go through the articles of the endless knowledge base to search the answer to the one problem: I want to switch to JingPro, to use my licence to capture my screen casts. Period. After a couple of days trying to get in contact with someone in the company I eventually find out a feedback page: I immediately left a comment to share my concerns for not being able to complete my job and my frustration for feeling unheard. In less than one hour the PR Global Head answered my (negative) comment clearly showing empathy and genuine care about the issue. In less than 24 hours (included the day/night change between US where TechSmith is based and Europe where I live) the problem was fixed. I could finally complete my presentation! This could have been well enough for me to feel happy and satisfied, to go again to the feedback page and sincerely thank the PR Head and her team. But for them it was not enough and they decided to acknowledge the frustrations and the waste of time I went through by giving me a free licence of Snagit, their screen capture software that does unlimited screencast recording, provides “.mp4” files, allows video editing and costs €47,95. Wow! That’s been my reaction. They really wowed me! In three steps they converted me from a very unsatisfied customer to a very happy customer. This is how they did it.
- They acknowledged the problem with empathy.
- They reacted immediately and fix the problem.
- They exeeded my expectations.
I think this is an excellent example of how taking genuine care for the customer experience is a crucial and strategic issue for the business. Have you got a recent customer experience you would like to share? With or without "happy ending".