Knowledge - Insights: Videos

Evolution of Voice of the Customer Forum – 6th February 2014 Michael Hill, Managing Director, “Your customers are becoming increasingly well informed about their rights – especially their right to complain when things go wrong. But the impact of satisfying the complaining customer can be incredibly positive for organisations. However, many companies still consider complaints to be a negative and set targets to reduce and prevent complaints. What would your company actually prefer? In his presentation, Michael will suggest that you might be wasting your time designing strategies to prevent complaints, and discuss how you can focus upon preventing problems from being caused to your customers whilst also maximising customer satisfaction with your products and services.”