In an article (which could also be a press release) today on Newsfactor they discuss the findings of a recent Better Business Bureau report about properly managing disgruntled customers.
The article mentions the importance of well trained staff, which I could not agree with more. Front line workers are the manifestation of company policy and have the largest impact of customer satisfaction and customer experience.
They stress the importance of turning an unhappy customer into a happy one - which they say can be done nearly 80% of the time, but they do not say how. Simply looking at a customer and there interactions in a single point of not is not what companies should be doing.
By looking at interactions from a customer perspective throughout the lifecycle with the company is the true way to measure the customers experience and overall satisfaction. Utilizing a lifecycle approach also lets you track (and manage) customers from detractors (I want to go) to advocates (I want to stay). This allows you to see what programs are working to keep customers, and what is driving customers away.
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