Conflict is good for business!

Companies cannot provide perfect customer experiences. However, they can take advantage of bad situations, by facing the conflict, listening to the customer, understanding his or her needs, and making decisions accordingly. Ultimately, it doesn’t matter how many conflicts you have (or don’t have) with the customer. What really matters is how your company deals with them.


This post is a response to “Experience Story: I can’t believe they listened to my feedback! …(eventually)” by Syed Hassan.

Many companies try their best to prevent conflicts with their clients and correct the problems that cause them. However, these efforts prove to be futile in the long run, because it is next to impossible to maintain a perfect record of flawless interactions with customers. The good news is that conflicts with customers—dissatisfaction, unmet expectations, mistreatment and service mistakes—can actually be good for business!

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