By Aptean - Understanding the Complaint Journey

Do you understand the steps your customers embark on when they begin their dispute or complaint journey? With consumers’ expectations growing each year, customer service has become a huge asset to brand loyalty. In fact, 96% of respondents say customer service plays a role in their choice of and loyalty to a brand.

Customer service isn't easy, and without happy customers, it's almost impossible to grow as a business. However changing the face of customer outcomes is all about aligning the day-to-day, customer-facing tasks with executive and customer priorities. It's more important than ever to understand the connection between complaints management, customer experience (CX) excellence and organizational performance. This whitepaper will take you through the complaint journey and more, with tools that can help you:

  • Understand what your customers want
  • Map out the 5 stages of the complaint journey
  • Achieve customer service excellence

Download your copy here