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Customer Recovery, the process of reacting to and rectifying service failures, is a crucial component of any CEM initiative and is key to obtaining high retention rates and long term customer loyalty.
This white paper paper outlines the three main reasons why an effective customer recovery program is important: To obtain financial benefits; To spread positive word-of-mouth ; To build your brand through relevant strong one-to-one conversations with your customers. After discussing the advantages, the paper offers a cross-industry perspective on the intricacies of developing an intelligent customer recovery program - including how to target alerts, best practices for contact strategy and how to assess the results in a wider business context.
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