I wrote about the importance of great customer service here recently and why it’s good to complain here, so it’s only fair that I should write about why it is important for firms to encourage customer loyalty.

I am prolific on LinkedIn, Twitter, Facebook, Instagram and TripAdvisor and each platform has a different style and focus.

My Facebook page The Complaints Resolver is linked to this consumer website.  My other Facebook page A Writer In Edinburgh is linked to an Instagram account of the same name and my website to showcase my writing and services.

My TripAdvisor account ‘awriterinedinburgh’ is a standalone account where I convey my honest appraisals on venues primarily around Edinburgh where I live.  This is a popular platform and I have over 45,000 readers to date.

LinkedIn and Twitter is what it is.

However, the point I am making is that most of the time firms do not know who their customers are and what they do for a living.

A great example of this is last Christmas in Benidorm where I found a great small chippy called Northern Sole in the Old Town which had only been open for a few months.  I knew I had found something unique here and I articulated my experience on TripAdvisor, where my comment on one of the dishes is in the highlights on their page to this day.

I have since given this business a mention on numerous occasions via Facebook and on both of my websites via blogs as a recommendation and a shining example of how a business can succeed against all odds by focusing on 3 fundamentals;

  • Treating their staff well
  • Delivering what the customers want
  • Providing exceptional customer service

They didn’t know who I was until afterwards when I elaborated and thanked them for a simple meal that I enjoyed from start to finish.  I returned on a couple of occasions and I couldn’t fault it.  That is high praise from me as I miss nothing.  I made a point of finding this business based on other recommendations and there is something to learn from there.

They didn’t know who I am but they treat all of their customers well and by doing so, they have received more than just a thank you from me.

Now there’s a lesson to be learnt from every business as bad experiences travel much faster than good experiences, and people have a platform to air them all nowadays (and do).

I cover various aspects and real-life scenarios involving the Consumer Rights Act 2015, Consumer Credit Act 1974, Misrepresentation Act 1967 and other legislation including the Road Traffic Act complete with templates based on real-life test cases that work in my book now on sale via Amazon as an e-book and paperback priced £2.99 / £7.99.

Buy it now as an e-book here or on paperback here

BBC Radio Scotland have read it and interviewed me as a consumer expert for a five-part consumer programme they have made.  I have been featured in the Daily Mail as a consumer champion which you can read here

Read a free sample via my website and let me know what you think?

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If you have enjoyed reading this, feel free to take a look at my other website which showcases my writing and how you can work with me.