4 Tips For Reducing Unhappy Or Unimpressive Customer Experiences

Julie Starr • August 4, 2022



In life, you can’t please everyone. When it comes to how we manage our own lives, we tend to accept that as fact and try to do the best we can anyway. We please those we care about and don’t worry about the opinions of those who we may not interact with outside of a few meetings. 

Yet in business, this is not a good strategy . We cannot simply brush away the concerns, worries, or poor experiences of those who, in good faith, tried to interact with our firm. Polite disagreement is fine, such as when we politely lay out the true details of customer interaction in a spiteful review left to damage our brand after we had to deny them service, for example.

However, for the most part, a poor experience is something that we can use to better our firm and understand its operations. Even if the issue wasn’t entirely our fault, it’s good to take responsibility because that’s what can affect change and help inform our actions going forward.

Reducing the amount of unhappy or unimpressive customer experiences is a good target to aim for. If we can reduce this by 20% year on year, that’s worthwhile. Let’s consider how this may be applicable:

Empower Your Customer Support Staff

Solid customer support can turn a bad experience into a good one, or at least one where we become impressed by the level of understanding and care invested into our issue. It’s one thing if someone lets you down, but if someone makes a great and sincere effort to rectify the issue and provide a gesture of goodwill? Are you more likely to trust that individual or entity? We’d say you are.

So, empowering your customer support staff to come with administrative possibilities in rectifying issues, be that adding credit to an account, issuing refunds, getting to the bottom of an issue, and apologizing on behalf of your firm, well, even if it’s the customer’s fault, that can make the entire effort worth it. After all, a customer is much more likely to tell their friends about a bad experience with your firm rather than a good one, so this way you may be pulling the plug on potentially negative word-of-mouth marketing.

Document Everything

From providing order receipts to chat log communication transcripts after a live chat exchange is concluded, all the way up to providing the minute order, packaging, and delivery tracking information, you can be assured that firms that overcommunicate tend to eliminate confusion or worry from the process of interacting with their services.

This means that negative experiences born out of miscommunication or confusion can be effectively eliminated because with every step your business makes, it will have communicated its intent and current status. This way, a complaint that may have come can be assuaged, be that a delivery arriving two days later than expected or perhaps offering a customer a pre-order for new stock rather than thinking they’ve ordered an available item and feeling annoyed that delivery hasn’t been made. Communication, as always, is king.

Use The Best eCommerce Platforms

It’s good to use an eCommerce platform with the features most appropriate for your brand, and you can use https://www.atwix.com/magento-adobe-commerce-vs-shopify/  to better see comparisons between the major players like Adobe commerce, Shopify, and Magento.

When you can integrate a seamless, easy-to-understand, and worthwhile platform, customers find the buying process to be much easier and simpler, and all of the relevant information is communicated with clarity. Platforms like this also help your staff keep on top of their deliverables and workflow, meaning that mistakes are reduced significantly.

Customer Feedback

Unfortunately, you’re not going to be able to assuage or fix every customer issue. For some, one problem is enough for a customer to ignore your business for the rest of their lifetime. That’s just how it goes.

However, these customers are certainly going to feel motivated to express their distaste or concerns, and so leveraging that is always going to be useful. Providing worthwhile portals by which they can raise their concerns and complaints is key. A dedicated email address can work here, accepting public reviews , and of course, passing along communications sent to your support team that may be of relevance. You may also send out anonymous surveys, the completion of which offers a light discount on their next order.

From here, you can use that information to potentially avoid a bad experience for the next user.

Sustainability

While no business wants their customers to have a poor experience, when these instances occur, it’s an opportunity to welcome stakeholder input. Doing so in a transparent manner and incorporating that feedback is critical to the evolution of the business.  For instance, perhaps a customer comments on the product packaging. By inquiring as to the complaint, there may be options to explore sustainable packaging options or even sustainable delivery for the goods.

With this advice, we hope you can more easily reduce unhappy or unimpressive customer experiences going forward.

Turning the Tide: How Brands Can Engage Consumers on Water Sustainability

By Julie Starr • January 30, 2025
Online conversations about water sustainability are surging. According to Diageo’s latest report , social media discussions on this topic have grown by 186% year over year, reflecting a significant shift in consumer interest. With over 94.3 million search and social media interactions, water pollution, climate change, and regional water crises are dominating discussions. As digital engagement experts, Taiga Company understands that brands must not only participate in these conversations but lead them in a way that is authentic, action-driven, and impactful. Here’s how brands can navigate this rising tide of interest in water sustainability while leveraging digital strategies that drive real engagement. Why Water Sustainability Matters to Your Audience Diageo’s report highlights several key takeaways for brands looking to communicate effectively about water sustainability: Consumers expect brands to take action – Messaging should showcase tangible sustainability efforts, not just corporate commitments. Emotive storytelling increases engagement – Brands that use powerful storytelling techniques see up to a 33% boost in engagement. Timing and relevance are critical – Water-related conversations spike seasonally and regionally. For instance, in India, discussions peak during the monsoon season, while in Mexico, the ongoing water crisis fuels year-round concern. Digital-first strategies are a must – Social media, PR, and digital campaigns drive consumer awareness and action. Brands that align their content, messaging, and engagement strategies with these findings will be best positioned to connect with consumers in meaningful ways. How Taiga Company Helps Brands Drive Meaningful Engagement At Taiga Company, we specialize in helping brands connect with purpose-driven audiences through strategic digital engagement. Here’s how we can help your brand capitalize on the growing interest in water sustainability : Brand Strategy & Thought Leadership - Water sustainability is more than a trending topic—it’s a movement. We help position your brand as an industry leader by crafting compelling narratives and thought leadership strategies that align with consumer concerns. Stakeholder Engagement & Digital Campaigns - Brands that actively engage in these conversations see stronger consumer trust and loyalty. We develop impact-driven digital campaigns that resonate across social media, industry networks, and key global markets. Corporate Communications & PR - Consumers demand authenticity and action. We craft transparent, results-focused PR strategies that showcase your brand’s sustainability initiatives in ways that build trust and credibility. Social Media Marketing & Community Building - With conversations around water sustainability happening online in real-time, brands need an agile social media strategy to stay relevant. Our team creates engaging, data-driven social content that drives awareness, advocacy, and action. The Time to Act Is Now Consumers are paying attention, and brands that communicate their water sustainability efforts effectively will stand out. By aligning your messaging with the right timing, storytelling, and digital strategy, you can build deeper connections with environmentally conscious audiences.  At Taiga Company, we help brands amplify their voice, engage their audience, and drive impact. Let’s make waves together.

Leveraging Social Media to Engage Stakeholders in Environmental and Corporate Sustainability

By Julie Starr • January 27, 2025
Social media has transformed from a perceived "trend" into an essential tool for businesses to connect with their audiences. It is a cost-effective and dynamic way to personalize a brand and foster meaningful relationships with both existing and potential stakeholders. However, many companies miss the mark by focusing too heavily on pushing corporate messaging rather than fostering genuine engagement. When used thoughtfully, social media becomes a bridge between the corporate world and its stakeholders, especially when addressing critical topics like environmental and corporate sustainability. Why Social Media Matters for Sustainability Engagement Social media provides businesses with an opportunity to access and leverage social intelligence—the insights gained from observing and analyzing online conversations. This intelligence is invaluable for understanding stakeholder concerns, interests, and values. By utilizing social media’s openness and users’ willingness to discuss almost anything online, companies can gather data to inform their sustainability strategies and communication efforts. Stakeholders today expect more than generic corporate messaging. They want to see how companies align their actions with broader sustainability goals. Social media is a platform where businesses can showcase transparency, share progress, and create dialogue around environmental and corporate responsibility initiatives. Crafting a Stakeholder-Centric Social Media Strategy A successful social media strategy starts with understanding what stakeholders care about. To create content that resonates, consider the following guiding questions: What are the primary incentives or goals that stakeholders prioritize? Tailor your content to highlight how your sustainability initiatives address these priorities. What preconceived ideas do stakeholders have about the issues being communicated? Address these head-on to build trust and credibility. What concerns or objections might stakeholders raise? Anticipate and respond to these concerns in a transparent and constructive manner. What communication styles resonate with your audience? Determine whether stakeholders respond better to data-driven content or inspiring narratives and adapt accordingly. How does your messaging align with corporate values? Reinforce your company’s commitment to sustainability through consistent and value-driven communication. What metaphors, images, or stories will appeal to stakeholders? Use visuals and storytelling to make complex sustainability topics relatable and engaging. Why should stakeholders find your definition of success compelling? Demonstrate how your goals align with broader environmental and societal benefits. What other issues must be addressed to build credibility? Ensure your messaging doesn’t overlook topics that matter most to your audience. What are the intended and unintended consequences of your messaging? Consider how your communications will shape future stakeholder relationships and perceptions. Turning Insights into Action By incorporating a 360-degree assessment of stakeholder engagement, businesses can use social media to: Educate audiences about their sustainability efforts. Showcase measurable progress and impact. Engage in two-way conversations to gather feedback and improve initiatives. Build a community of advocates who share and amplify sustainability messages. The Power of Collaboration and Authenticity Authenticity is the cornerstone of effective sustainability communication. Stakeholders are more likely to engage with brands that demonstrate genuine commitment and transparency. Share real stories, admit challenges, and celebrate milestones. Additionally, collaborate with influencers, non-profits, and other organizations to amplify your message and showcase a collective commitment to sustainability.  Partner with Taiga Company for Strategic Social Media Engagement Navigating the complexities of social media engagement can be challenging, but you don’t have to do it alone. At Taiga Company, we specialize in crafting tailored social media strategies that connect businesses with their stakeholders while driving environmental and corporate sustainability goals. Let us help you create meaningful, impactful conversations that inspire action and foster lasting relationships.
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