Live Webinar

Error Plus Fix Equals Loyalty: Service Recovery

Discover how strategic service recovery transforms customer complaints into your most powerful loyalty drivers, and why customers who experience excellent problem resolution become more loyal than those who never had issues.
Michel Stevens
Course Director
ABOUT THIS WEBINAR

Customer loyalty through service recovery

This webinar is designed for customer experience leaders, customer success managers, and organizational transformation professionals who want to move beyond satisfaction metrics and build genuine customer loyalty. If you're responsible for customer experience strategy, employee training, or organizational culture, this session reveals the counterintuitive truth about service recovery and how to leverage it for competitive advantage.
“We need to go beyond being Stewards of the Journey”
Michel Stevens, Course Director at CXM Academy

Why Problems Create Loyalty

Discover the psychology behind why customers who experience excellent service recovery often become more loyal than those who never had problems. 

What customers really want

Move beyond surface-level satisfaction surveys to understand the functional, emotional, and social jobs your customers are trying to accomplish.

Metrics that actually matter

Understand Net Promoter Score (NPS) beyond the basics; including the economics of NPS and how to translate customer perceptions into metrics that predict business growth. 
Our speaker

Michel Stevens

Michel Stevens is a customer experience strategist who helps organizations build customer-centric cultures that drive measurable business results. He specializes in translating customer insights into organizational transformation, with particular expertise in service recovery, customer loyalty programs, and building the capabilities that turn customer experience into a competitive advantage. His work focuses on empowering frontline employees to recognize and act on customer needs, fostering a culture where customer-centricity becomes a company-wide capability.
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