How You Can Turn CX Mistakes & Complaints Into Loyalty

Can’t make it on the day? Register and we’ll send you the recording afterwards.

Every company fails a customer at some point. What you do in the hour after decides whether they walk away or stay loyal for years.

What's inside

• Why a service failure, handled the right way, can leave a customer more loyal than if nothing had gone wrong at all
• The three levels of recovery (functional, emotional and social), and why most companies stop after the first two
• The social level almost no one uses: showing customers you have learned so the same thing will not happen again, and the NPS jump it produces (from -95 to +59 in one real financial-services case)
• "Micro CX leaders": how every role in the business shapes customer experience, including finance, HR and operations
• Why speed and communication decide whether recovery works, sometimes before the problem is even fixed

Why join?

Most advice on complaints is about resolving them fast and moving on. This session looks at what happens after the fix, and how the right recovery can turn an unhappy customer into your most loyal one.