ShepHyken

JANUARY 3, 2023

Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Complaint resolution 167

Complaint resolution Consulting Consulting Feedback 167

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

Connecting the Dots

NOVEMBER 18, 2024

Problem experience is up and complaint rates are still low 46% of consumers reported a problem, compared to half that level in the 2020 National Rage Study food subsample sponsored by KraftHeinz. Create a positive complaint resolution experience where 40% are delighted resulting in winning at least one new customer.

Finance 62

Finance Complaint resolution Education Benchmark 62

Connecting the Dots

NOVEMBER 18, 2024

Problem experience is up and complaint rates are still low 46% of consumers reported a problem, compared to half that level in the 2020 National Rage Study food subsample sponsored by KraftHeinz. Create a positive complaint resolution experience where 40% are delighted resulting in winning at least one new customer.

Finance 62

Finance Complaint resolution Education Benchmark 62