Migros Beschwerdemanagement

Beschwerdemanagement by @migros

“Unzufriedene Kunden sind eine Chance” oder “jede Beschwerde ist eine Chance” – das hört man oft. Was hat es damit auf sich? Machen die unzufriedenen Kunden nur die Faust im Sack, sind sie über kurz oder lang weg. Wenn sie hingegen ihre Unzufriedenheit kund tun, äussern sie damit indirekt auch den Wunsch, dass ihnen geholfen wird. Und wo geholfen wird, fühlt man sich verpflichtet. @migros – da werden Sie geholfen.

Nicht wirklich eine Beschwerde. Die Reaktion darauf aber schon ganz grosse Klasse!

Am gleichen Tag in der gleichen Filiale ist aber etwas vorgefallen, welches ich dann per Direktnachricht an @migros rapportiert habe:

Migros Beschwerde

Die Migros hat sich nicht einfach plump bei mir entschuldigt sondern sich nach den Details erkundigt (schon das ein Zeichen dafür, dass man die Beschwerde ernst nimmt). Weiter wurde ich gefragt, welche Farmer Nuts & Fruits mir denn am besten schmecken. Meine Antwort: Farmer Nuts & Fruits Heidelbeere, aber nicht weil sie mir am besten schmecken sondern weil ich sie noch nicht kenne. Logisch, was darauf folgt, oder?

Genau. 🙂 Aber nicht nur das. Im Begleitbrief hat mich Migros informiert, was mit meiner Beschwerde geschah. Weiter hat Migros auf die Beilage referenziert: Farmer Nuts & Fruits Heidelbeere – mit dem Hinweis, dass ich das Produkt natürlich gerne auch auf Migipedia bewerten darf. Yeah! DAS ist Cross-Channel-Marketing. #ilike. Und last but not least ermutigt man mich, auch künftig nicht aufs Maul zu sitzen.

Liebe @migros, als bekennendes Migroskind fühl ich mich bei Euch sehr gut aufgehoben. Rundum. Macht weiter so. Ich mach es auch.


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