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What do you do with complaints?

Find out how increasing complaints in your service could increase your salesRead More

Expert Blog
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How top brands use Twitter for social customer care

Branded Twitter accounts will always attract customer service enquiries, comments and of course complaints. The best brands on Twitter react quickly and helpfully to all enquiries.Read More

Expert Blog
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Manage customer expectations | Apple case study

Once a gift of elegance and simplicity, Apple’s iPhone was the gold standard in a product category it arguably created but beware! With high expectations comes great responsibility or run the risk of dissatisfied customers creating a loss in your market share. Read More

Expert Blog
How Lloyds halved their complaints

How Lloyds halved their complaints

Martin Dodd, Customer Services Director at Lloyds Banking Group explains why complaints are important to them and how they went about halving their number of complaints in the last three years.

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Tackling the hub of all customer complaints, the call centre.

Call centres are all too often associated with being a hub for complaints and how your organisation responds is crucial. Introduce these two missing elements and turn your complaining customers into satisfied ones. Read More

Expert Blog
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