Webinar with CX expert Michel Stevens

Your customer has a problem.

Your team fixes it.

You still get a bad survey score.

“Clearly the customer is wrong, (s)he meant: 10/10.”

Wrong.

If you’re only fixing the problem, you’re missing two-thirds of what makes service recovery actually work — and you’re leaving loyalty (and revenue!) on the table.

Customers who experience a problem that gets resolved well often become more loyal than customers who never had a problem at all. It’s called the Service Recovery Paradox, and it’s backed by decades of research. (We’ll show you that the difference in NPS between doing it wrong and doing it right is 166 points!)

But most companies never see this effect. Why? Because they only address one side of the issue.

Join Michel Stevens

CX expert and Course Director at CXM Academy, for a 30-minute webinar where he’ll reveal the three critical elements that make service recovery actually work.

In this webinar, you’ll discover:

• Why the Service Recovery Paradox works (and when it doesn’t)
• The three elements every service recovery must address to create loyalty
• Why this approach is not fluffy or expensive (Michel will prove it with data)
• How to train your teams to execute effective service recovery consistently
• Real-world examples of companies getting it right (and wrong)

This is practical, trainable, measurable CX that drives business results.

About the Speaker

Michel Stevens is a seasoned Customer Experience expert, founder of goCX, and Course Director at CXM Academy. Known for his pragmatic, no-nonsense approach to CX, Michel helps organizations cut through the fluff and implement strategies that actually work. He’s a disruptor who challenges conventional thinking and shows companies how to achieve CX excellence without breaking the bank.