Value of Customer Feedback

Customer feedback is a "breakfast" of market leaders and helps them make improvements and achieve deeper customer satisfaction. Only 5% of dissatisfied customers communicate their dissatisfaction to sellers, unfortunately.

As customer feedback – both positive and negative, and especially construction – is so valuable, I provide mine here because I was not able to communicate it to Lufthansa through their website.

Customer Focus

Customer Service as a Differentiator

The Story

I acquired a Citibank Miles & More credit card because their marketing campaign said that the Lufthansa miles earned thanks to usage of the credit card  would never expire.

I started using the Citibank Miles & More credit card actively and accumulated hundreds of thousands of Lufthansa miles. And then... I discovered that next to all my miles disappeared. 

I described the issue and emailed it to Lufthansa. I received an automatic reply from Lufthansa advising me to contact them through their websites.

I logged in to my account at Lufthansa website and went to the 'Contact' chapter. I found some Q&A article their, but no 'Send us a message' form.

The Situation in Brief

Promises are not kept...

Earnings disappeared...

Contacting the seller is not possible...

Do you think a customer would be satisfied with such a service?

Customer Service as a Differentiator