In this insightful presentation to our founders community, customer service expert Pierre Bauzee dives deep into the power of customer feedback and complaint resolution to drive loyalty, advocacy, and business growth. Pierre shares practical strategies for turning every customer interaction into a feedback opportunity and explains how businesses can improve satisfaction by proactively addressing concerns.

Learn how to implement Net Promoter Score (NPS) and Customer Effort Score (CES)—two powerful metrics that provide valuable insights into customer loyalty and the ease of their experience. Pierre also reveals his LEARN method for handling complaints effectively, showing how addressing emotional concerns first can turn unhappy clients into long-term, loyal advocates.

Whether you're looking to boost your NPS, enhance customer service, or manage complaints with greater empathy and professionalism, this talk is packed with actionable advice to help you succeed.

Key Takeaways:

The importance of proactive customer feedback
Using Net Promoter Score (NPS) to measure advocacy
Understanding Customer Effort Score (CES) to improve customer experience
How to handle customer complaints with the LEARN method
Turning negative experiences into brand loyalty

Chapters: 00:00 Introduction 01:35 The Power of Lock-On Questions for Feedback 03:45 Understanding Net Promoter Score (NPS) 06:30 How to Calculate and Improve Your NPS 09:20 Customer Effort Score (CES): Why It Matters 12:00 Handling Customer Complaints Effectively 15:45 The LEARN Method for Complaint Resolution 20:00 Turning Complaints into Loyalty 22:30 Final Thoughts

For more resources on improving customer feedback and managing complaints, visit:

Pierre Bauzee - Beyond Satisfaction https://www.beyondsatisfaction.co.uk/
  / pierre-bauzee-233b058b  

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