We assist clients in establishing and optimising online complaints procedure, using detailed insights to track customer comments and emotion, rate the effectiveness of complaints management and training teams to better build reputation and manage relationships online.
Reputation and Customer Communication
Online communications have become an increasingly important aspect of consumer contact.
Customers understand the power of reputation and will often use online channels to publicly express their feelings (both good and bad) to get the desired reaction from organisations they deal with.
Our reputation measurement and tracking tools make sense of this conversation to help reveal the major themes and emotion of customer comments, as well as the effectiveness of response.
We use these insights to help organisations better respond to online complaints and comments, prioritising issues that have most impact on reputation.
We can also provide training and guidance to teams dealing with customers online so that they better understand the impact of their work and how to build better online relationships with customers.
Online complaints procedures are supported by our other reputation management services, which include:
Reputation Measurement and Tracking – showing where strengths and weaknesses lie and how reputation is being affected by campaigns and issues.
Coaching and training – working with organisations and business leaders to help them achieve their potential by maximising reputation.
Communications strategy, stakeholder engagement and media relations – using our insights into client reputation to maximise effectiveness and impact of our work to enhance how organisations and brands are perceived.