Customer complaint management with Don Peppers

Creating Customer Value, Customer complaint management with Don Peppers, October 2008.

Analyzing customer behavior is tricky, since a customer's behavior includes more than just their purchasing patterns. In this installment of our Creating Customer Value podcast series, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer satisfaction and uncovering unvoiced customer complaints.

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    Don Peppers
    Don Peppers


    Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on customer-focused relationship management strategies for business, Don Peppers is an acclaimed author, influential speaker and a founding partner of the customer-centered management consulting firm, Peppers & Rogers Group.

    Highlights:
    Fast forward to questions that interest you most.

  • 00:30 What metrics should we be using to measure and anticipate customer behavior?


  • 02:47 What are some ways we can measure the performance of our customer service representatives so that we are taking into account the way they relate to customers and the influence they have on the customer experience and creating customer value?


  • 06:03 My company is looking for a way to uncover unvoiced customer complaints – do you have any suggestions for how we should do this?

    •    Related resources on customer equity 

    This was first published in October 2008

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