How do you turn a complaint into a repeat customer?

Answer quickly, take the side of the customer once, and fix the cause rather than the instance. A well-handled complaint produces more loyalty than an order that went smoothly.

Why the answer is what it is

The economics are worth stating: replacing a customer costs more than almost any single resolution. Deciding that in advance — a limit below which you simply say yes — removes the arguing that turns a complaint into a review.

What this looks like in practice

A refund handled well makes a repeat customer more often than a sale handled well.

Most support questions are the same five, and answering them before they are asked is cheaper than answering them after.

Unclear delivery timing causes more abandoned carts than price.

Where a mobile app comes into it

An app makes the after-sale part easier: order status, reordering and support in the place the customer already has open.