Service Recovery: Leveraging a Negative Experience for Future Financial Gain


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Temkin Group research shows that 37% of consumers who had a positive service recovery experience will increase spend with that company in the future. 

Most companies intuitively know that a poor service experience will have a detrimental effect on sales through negative word-of-mouth and compromising the value of the brand.  And many also know the positive power of a great service recovery experience that gets told and retold. Now, thanks to research done by companies like The Temkin Group, we have the quantitative research available to support investment in the development of a service recovery roadmap.

In this webinar, “Service Recovery: Leveraging a Negative Experience for Future Financial Gain”, our speakers, Bruce Temkin, Managing Partner, Temkin Group and Confirmit’s own Stacey Nevel, Director, VoC Consulting, utilized first hand experiences to demonstrate the power of positive service recovery experiences and used quantitative research to show the financial impact such an investment can have on the bottom line.

 

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