WEBINAR: Episode 4 - #WhatIf... complaints were an opportunity to ensure customer loyalty?
Written by Zoe Dunlop
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.
What else is going on
-
July 2025
Beyond the Translation Stack: Rethinking Design and Delivery in the Age of AI
Andy explores a theory: AI is a shift not just in toolset, but in structure, mindset, and ultimately the model of value creation itself.
-
June 2025
Mando Group Win ‘All In With Optimizely’ Award
We were proud to attend the Optimizely Partner Close-Up in Stockholm this month, where Mando Group was recognised with the ‘All In With Optimizely’ award.