Online Dispute Resolution and Customer Support with Jo DeMars

This webinar presents research data on consumer's experiences with dispute resolution, such as the type of problem they had, what they wanted and what they received. The presentation presents a formula for managing customer satisfaction. It provides a case study on designing and using ODR to resolve customer problems, thus increasing positive word of mouth (reducing negative word of mouth). The presentation also includes some data, along with contrast and comparison information, regarding Spanish speaking and English speaking respondents.

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