EXCEPTIONAL FIRMS DELIVER EXCEPTIONAL COMPLAINTS EXPERIENCES
In highly regulated sectors, it can be difficult for firms to differentiate themselves. When all of your competitors sell, more-or-less, the same product or service, the key to becoming a stand-out customer favourite is delivering exceptional customer experience – at every stage of the journey.
One key point of the journey where your firm can make a significant impact on customer retention, advocacy and satisfaction is when a customer makes a complaint.
Huntswood is the UK’s leading consultancy and resource supplier in the field of complaints. We are dedicated to helping you deliver satisfying experiences for your customers, especially in circumstances that other firms might shy away from.
So how do we help you deliver Complaints Excellence? Our blended approach combines people, process and technology and has already led to impressive results in many of our clients’ customer service and complaints departments.
Supporting the UK’s largest energy provider to clear a significant complaints backlog
Huntswood was engaged to support in clearing a backlog in complaints as well as taking on a portion of BAU work
Our research shows that the most effective way to turn a complainant into a loyal advocate for your business is to resolve their complaint quickly, completely and without unnecessary friction. If you can achieve complaints excellence, your firm will be well on the way to leading the field and improving the bottom line.
Customer retention rates are tied closely to the average time it takes for complaints to be resolved, with customers more likely to stay if they receive immediate resolution than if they have to wait.
At a time of increasing financial and emotional pressure, firms that put complaints excellence at the centre of their operations, will win customer trust and earn long‐term loyalty
Richard Brown – Huntswood’s Technical Adviser in Complaints – answers some of the questions asked at the Complaints Outlook 2021 launch event
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