"91 % of non-complainers just leave
and 13% of them tell 15 more people about their bad experience" -Forbes
 

Here's what you have to gain:

 

Customer Lifetime Value CLV

Greater customer lifetime value

 

Customer Retention, Customer Churn

Increased customer retention

 

Customer Insights, Customer Feedback

Customer experience insights

 

Your opportunities:

Pre-Engage customers who want to complain and give them the opportunity to do so.

Simplify claims processes while increasing touch points in order to provide a smoother customer journey.

Expand and improve feedback-gathering processes to maximize actionable information from your customers.

Constantly educate consumers so that they leave every interaction feeling valued and fulfilled.