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Eric Brown

Culture
Mitigate the Gap between Customer Expectations and Actual Experiences

Mitigate the Gap between Customer Expectations and Actual Experiences Did you know that a typical business only hears from 4% of its dissatisfied customers?…

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Thought Leadership
Customer Complaints: Getting to the Root of the Problem

When it comes to customer complaints, sometimes it’s easy to fall into the trap of superficial problem-solving. This is where you immediately troubleshoot…

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Culture
Effectively Manage Customer Complaints: 8 Challenges To Overcome

As technology evolves, so do customers’ expectations. Consumers want their voices heard along the customer journey, which presents businesses with a new…

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Thought Leadership
6 Best Practices for Complaint Management – and How a CMS Can Help

Good customer service is essential to retain customers and grow your business, and if you’re mismanaging their feedback and complaints, you risk losing…

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Thought Leadership
6 Questions to Ask When Selecting a Complaint Management System

Today’s customers no longer have to walk into a brick-and-mortar store to get their questions answered. From social media posts and emails to website forms…

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