Build with Leila Hormozi How To Turn Angry Customers into Raving Fans | Ep 161
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Jul 17, 2024 Discover how to turn angry customers into loyal advocates with practical strategies. Learn why effective customer service outweighs product and pricing. Dive into the H.E.R.E method for handling complaints, and hear real-life experiences that illustrate the art of transforming dissatisfaction into advocacy. From jumping into the 'angry boat' with customers to overcompensating for mistakes, this discussion highlights the power of empathy and the importance of addressing feedback to foster brand loyalty.
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Customer Service Trumps Price and Product
- Customer service is the main reason for customer churn, even more than price or product.
- Customers are four times more likely to switch to a competitor if the problem is service-related.
Allen Software Launch
- Leila Hormozi discusses a negative customer experience with the launch of her MVP software, Allen.
- The software failed to deliver on its promise, causing customer dissatisfaction and negative feedback.
Make Customers Feel Heard
- Make customers feel heard and accept their reality.
- Prioritize making the customer feel understood before offering solutions.