It's All About The Experience

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A blog about managing and improving customer experience and improving profits.


Finding Increased Profits through Better Complaints Management
Customer complaints, when properly analyzed, indexed, and tracked, can be a source of market intelligence and a means of identifying process improvement needs. By identifying problems which are driving customers away, and developing a system for addressing the root causes of the complaints, the complaints management process can contribute to incremental profits. Originally posted October 16, 2016