1. Consumer Complaints
Talk to me approach
Vs
Plz tell me,how i treated u approach

2. Approach 1: Talk to me
Ready with infra
Forgot to cover the last mile ?

3. Reach out to them
● Devise strategic campaigns & programs
● Cannot afford to listen them
● They are your best advisors

4. Complainants ??
90% never returns
85% do not registered a minor complaint.
60% do not register even major complaints.
90% move on to your competitors

5. How Encourage?
1. Convenience
2. Engaging & trustworthy process
3. Motivation
4. Ecosystem
5. Institutions

6. Complaint data Benefits
● Learnings
● Operational efficiency analysis
● Overhaul strategy with key data analytics
● Consumer acquisition evangelists:Dissatisfied –
Satisfied ones

7. Bolograhak Complaint Postcard
1.Convenience Components
1.Bolograhak.com
2.Mobile app
3.Website widget
4.Fan page tab
Most of time belief in us does the trick !!

8. Bolograhak Complaint Postcard
2.Engagement & Trust components
1.Complaint Status Bar
2.3rd
party transparent platform
3.Unattended requests go to public with their
complaints & claims filed
4.It can be accepted by your competitors.

9. Motivation what ??
Compensation for
negative feedback
Your Enthusiasm adds
fuel
Transparent process
Immediate effects of
their negative
feedback

10. Institutionlizing the process
Institution generates moreTrust &
Institutions thrives in right ecosystem