PissedConsumer

Recent AI failures in customer support are a warning sign 👉 McDonald's tested AI drive-throughs — and ended up with viral order fails 👉 Air Canada relied on a chatbot that gave incorrect refund info — and was held accountable in court 👉 Klarna leaned heavily into AI support, only to bring humans back when customer complaints grew Automation alone can’t carry the weight of customer trust. That’s why successful companies are shifting toward a hybrid model — combining AI with human expertise, rather than pursuing full replacement. #AI #Automation #CustomerExperience #CustomerSupport

Most companies still treat complaints as noise. Something to close fast. Reduce the volume. Move on. But complaints aren’t noise — they’re signals pointing directly to where the experience breaks. Especially when you stop looking at them in isolation. 👉 Reviews show where the pain is felt 👉 Internal data shows where the system broke 👉 Together, they reveal the real root cause For example, customers may say “support is useless”. But the real issue might be a backend delay — leaving agents with outdated or inconsistent information. What looks like a support problem is often a system problem. The fastest way to find what’s really broken? Combine customer feedback with internal data — and fix it at the source. #CustomerExperience #CX #CustomerSupport #VoiceOfCustomer

Trust isn’t built by what companies promise. It’s built by what customers experience. Here are clear signs of trust that help consumers decide whether a company deserves their time and money: 👉 Customer reviews and ratings 👉 How a company responds to complaints 👉 Transparency when something goes wrong 👉 Consistency between promises and reality 👉 How easy it is to get help when needed In other words, trust is built in public and in real time. One bad experience doesn’t break trust. Silence does. This is where review platforms come in – turning complaints into trust signals and helping companies rebuild relationships when something goes wrong. #CustomerExperience #CustomerTrust #CX #OnlineReviews

You can have a great product — and still lose customers because of support. According to The State of Customer Service and CX in 2026 by •Shep Hyken, support often determines whether customers stay or leave. 💡 66% of customers will switch companies due to poor service — even when they like the product. This aligns with what we see in consumer reviews every day — customers rarely complain about the product first; they complain about how they were treated. 👉 What do your customers complain about more often — product or support? #CustomerExperience #CustomerSupport #CX

🤝 PissedConsumer at Reuters Customer Service & Experience West 2026 Michael Podolsky, CEO and co-founder of PissedConsumer, is attending Reuters Events Customer Service & Experience West 2026 in San Diego this week. This year’s focus: turning customer signals into real action — from identifying hidden friction points to balancing AI efficiency with human empathy. At PissedConsumer, we work with these signals every day, analyzing millions of consumer reviews and complaints to help businesses identify issues earlier, understand expectations, and improve how they respond. If you’re working on: 🟢 Turning customer data into actionable insights 🟢 Understanding what drives frustration and churn 🟢 Improving complaint handling and support experience — Michael will be on-site and open to meetings. Feel free to connect. 📍 See you in San Diego #Reuters #CX #CustomerExperience #CustomerService

Customer Support automation is going full throttle, but the real skill today is knowing when AI should step aside. If a customer: – repeats the same question – asks for a manager – shows frustration That’s your moment. 👉 Pass it to a human. AI handles routine tasks and simple FAQs, while humans step in when problems get complex and customers start struggling with bots. Want more insights on how top support teams stand out in the age of AI? Hear directly from brands doing it best: OmniShield, iolo, Priority Tire, Life Alert, and Support Pets – in the latest article by Michael Podolsky, CEO of PissedConsumer.com. https://lnkd.in/dWdVz_Ra

Public reviews serve two different purposes. Consumers use them to: → Avoid unreliable companies. → Resolve issues when standard support fails. → See how a brand actually treats its buyers. Businesses need them to: → Protect and improve their online reputation. → Show responsiveness and customer care. → Resolve complaints before they escalate into a crisis. At PissedConsumer, we provide a transparent space for this interaction. For consumers, it’s a platform to be heard and get real problems solved. For businesses, it’s a tool to step in, take control of the narrative, and prove their reliability publicly. Because an issue resolved in public builds far more trust than silence. Agree?  Are you using customer complaints to showcase your support? #CustomerExperience #OnlineReputation #CustomerSupport #CX #Retention #CustomerFeedback

"𝑨𝒖𝒕𝒐𝒎𝒂𝒕𝒆 𝒕𝒉𝒆 𝒓𝒐𝒖𝒕𝒊𝒏𝒆 𝒂𝒏𝒅 𝒉𝒖𝒎𝒂𝒏𝒊𝒛𝒆 𝒕𝒉𝒆 𝒆𝒎𝒐𝒕𝒊𝒐𝒏𝒂𝒍" Great line by Michael Podolsky - and honestly, it captures where CX is going. It’s not about choosing between AI and humans anymore. It’s about this: Let automation handle repetitive work. So your team can focus on what actually matters - listening, understanding, and solving real problems. Because that’s what customers remember. We’re seeing this in action with our 2026 Consumers Choice Award winners — Priority Tire, Life Alert, OmniShield, and iolo. Real strategies. Real examples. Take a look 👇

Negative reviews don’t kill trust. Silence does. 🔇 When people see a complaint, they don’t expect perfection. They expect a response. Here is what recent data tells us about the true cost of ignoring your customers: 🤫 1. The "Silent" First Chance Most customers don't rush to ruin your reputation. 87% attempt to contact a company privately first. Why do they go public? Because 58.3% report they never receive a response. The negative review is often a direct result of your initial silence. Source: Customer Service Trends 2025 by PissedConsumer 🚩 2. Silence is a Red Flag Once the review is public, ignoring it makes things worse. 89% of consumers expect a reply, and 42% will simply walk away from a business that completely ignores its reviews. Source: Local Consumer Review Survey 2026 by BrightLocal 🇺🇦 📈 3. A Good Response Drives Revenue A complaint isn't a dead end; it's a second chance. 77% of customers are actually MORE likely to buy from a brand after seeing a high-quality, helpful response to a negative review. The State of Customer Service and CX 2026 by •Shep Hyken Consumers don't expect you to be perfect. They expect you to be human, responsible, and responsive. Are you leaving your customers on read? Make sure you’re part of the conversation. Claim your business profile on PissedConsumer.

⭐ Top CSAT Leaders – Consumers Choice Award 2026 This year, several companies stood out with the highest Customer Satisfaction Score (CSAT) results on the PissedConsumer platform. 👏 Congratulations to the leaders: Life Alert Cabot Creamery Cooperative PawBoost The Farmer's Dog Angel Jackets CSAT was measured using a post-call survey question: “How would you rate your satisfaction with the customer service representative you spoke to?” 🔎 See the full Consumers Choice Award 2026 report: https://lnkd.in/e-QWX68B #CustomerExperience #CX #CustomerService #ConsumersChoiceAward