Mitigate the Gap between Customer Expectations and Actual Experiences
Tuesday, April 28, 2020
By Eric Brown| Manager, Solutions Consultants
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Mitigate the Gap between Customer Expectations and Actual Experiences
Did you know that a typical business only hears from 4% of its dissatisfied customers? Only 4%. So what is everybody else doing? Likely, they’re stewing silently in their frustration, and if not that, then they’re sharing they’re unhappy experience with others. This is particularly dangerous on expansive social media platforms.
The current market presents several challenges and chief among them is the stretching gap between customer expectations and actual experiences. As a business, not only do you want to meet your customers’ expectations but you want to exceed them, ensuring that your customers select your enterprise again and again over the rest of the competition.
Our newest whitepaper, Improving Your Customers’ Experiences, presents the challenges involved in managing customer experiences and complaints.
In this whitepaper, you’ll learn about how to improve your customers’ experiences, particularly as it relates to managing customer feedback.
Download your copy of the whitepaper Improving Your Customers’ Experiences, and visit our resource center for other available eBooks and whitepapers.
For more than a decade, Eric Brown has helped Aptean Respond customers unlock the full potential of their investment, tackling complex case management challenges spanning complaints, financial crime, remediation and GDPR/DSAR compliance. Over the years, he has witnessed the complaints management industry transform into a strategic driver of customer advocacy, a cornerstone of customer experience programs and a vital contributor to operational efficiency.
At Aptean, Eric partners with organizations to strengthen their complaints and feedback management operations—ensuring they play an active role in customer recovery and long-term loyalty. Known for challenging the status quo, he works to secure representation for these critical functions at every level of an organization.
Whether optimizing workflows or implementing innovative solutions, Eric is passionate about helping businesses build stronger customer relationships while achieving measurable performance improvements.
By Eric Brown| Manager, Solutions Consultants
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