Complaints & Social Media Gripes: Cost Implications of Benchmark Findings
Learn how to model the effects of complaints handling and outcomes on customer defection and its implications on the bottom line.
Speakers panel
Qaalfa Dibeehi, Chief Operating and Consulting Officer
Zhecho Dobrev, Consultant.
Colin Shaw, CEO, Founder, and author of three international best-selling Customer Experience books.
Program
Originally aired June 24, 2010
In this webinar, you will learn how to model the effects of complaints handling and outcomes on customer defection and its implications on the bottom line; and you will get benchmarked findings on formal complaints and social media gripes from the latest Beyond Philosophy Experience Tracker.
Learning objectives
- Understand the cost implications for your organization based on this formal complaints-defection model and the difference between formal complaints and social media gripes.
- Get benchmarked findings of both formal complaints and social media gripes across several sectors. You can then compare your organization.
- Quantify the customer defection rate according to complaints process outcome vs. handling.
- Explore the scale of “influencer” social media channels customers use for gripes.
Recorded session