In the much-cited book Thinking, Fast and Slow by Daniel Kahneman he talks about how the brain works to create two selves, the experiencing self and the remembering self. The experience self is one that lives in the present whilst the remembering self is “the one that keeps score, that maintains the story of our life”. Based on our memory of an experience and our life it is a different entity to the experiencing self.
https://www.mycustomer.com/community/blogs/tim-wade/the-cx-benefits-of-understanding-the-two-selves-0/
If you work in customer service, chances are you know the signs of a complaining customer.
You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are asking for simply cannot be done.
Nobody likes a complaining customer, yet it’s something that every organization has to deal with. What businesses are increasingly realizing, however, is that despite their bad rap, complaining customers are a lot more than just a stitch in your side – they are something that every company can and should learn from.
Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities.
http://www.customerexperienceupdate.com/?open-article-id=8209105&article-title=complaining-customers-are-your-best-customers--but-why-&blog-domain=comm100.com&blog-title=comm100/
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story?
http://multichannelmerchant.com/blog/giving-voice-silent-majority-boosts-the-customer-experience/
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