Customer Retention Can Be Improved By How You Handle Customer Complaints – Delight From Dissatisfaction Pt1

Today, I want to share something with you that is a first for this blog….a video post.

Back in April, I was fortunate to be asked to speak at an event that Wellers Accountants was running at the St. Stephen’s Club in London and they had asked the guys at Greedy Media to film the presentation.

The presentation was on how in today’s competitive climate, more and more businesses are realising that the relationships we have with our customers and focusing on customer retention will strengthen their position in the marketplace. With a background of increasing competition it is becoming more and more important to protect and grow the most important asset you already have – the relationships you have with your existing customers.

However, there are times, common to most relationships, when customer relations do not always go as well as you would like. Therefore, this seminar explored how best to deal with customer complaints and what to do when things go wrong, thus creating opportunities to increase customer retention and turn a loyal customer into a customer for life!

Highlights of the presentation are in two parts.

The first part is above. The second part will follow this.

Thank you to all the folks at Wellers Accountants (Neil and Norma) for the opportunity to speak at their event and the guys at Greedy Media (Rob and Justin) for shooting the video. You all did and do amazing jobs.

I hope you all enjoyed that. How did I do?

Was there anything that I mentioned in the clips that resonated with you?