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WEBINAR: Episode 4 - #WhatIf... complaints were an opportunity to ensure customer loyalty?

In episode 4 of our #WhatIf interview series, we chat with insurance industry & customer experience expert, Sally Pearce of Conduct Matters.


Most people can accept mistakes – we don’t live in a perfect world. However, when your business gets things wrong, how do you react? Research shows that a successful service recovery can be multiple times more successful than a marketing campaign.

However, over the last few months, with skyrocketing enquiries, many customers struggle to even get through to a customer agent, and complaints have worsened, at a time when many customers require extra support.

In the latest episode of the #WhatIf series, we hear from Sally about:

  • The three key ingredients to turning complaints into loyalty;
  • The missing piece in customer complaints communications;
  • How digital can transform the complaints process for every customer.

Whilst our webinars are conversation-led, exploring the key issues, we also focus on the practical suggestions which can be implemented by your business to help you excel with your customer experience transformation.