Overview
In today’s fast-changing world, it is important to innovate in order to continue to meet customer wishes. At the same time, problems from the past in the form of remediation cases or compensation processes have a big impact on customer confidence. Companies and government agencies struggle to find the right way of handling these cases. Issues of this kind arise from infringements of regulations or duty of care, operational or IT errors, or other statutory compensations such as for earthquake damage or the recent Covid-19 support measures from the government.
Acting with integrity and transparency are important qualities that play a role in customers’ experience and degree of loyalty toward companies. Customer remediation offers companies and government agencies the opportunity to transform negative customer experiences into positive memories. Their research shows that negative customer experiences have six times as much impact on future customer behavior and annual sales figures as positive experiences. Rapid and adequate resolution of errors from the past is essential for companies in order to win or win back the trust and loyalty of customers.
Project
KPMG – Customer Remediation
Client
LVB
What I Did
Animation
