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Take 10: Customer Engagement—How to Turn a Negative Into a Positive

Jeannie Walters
Fri, Oct 24, 2014
10 minutes

It doesn't matter how great your product or service is, there will always be unforeseen snags in the customer experience. However, what most entrepreneurs and business leaders don't realize is that a mistake or complaint provides an opportunity to connect with a customer on a personal level—a chance to engage in a dialogue that might otherwise not occur.

In just 10 minutes, you'll learn how to handle customer experience mishaps with finesse. You'll also learn how to create a greater level of brand trust and loyalty despite the customer issue, and ultimately, how to turn an unhappy customer into a loyal one.


Jeannie Walters is the CEO of 360Connext, a global customer experience consulting firm. Her trademarked process, called Customer Experience Investigation™, has helped companies improve the customer experience for 16 years. Jeannie is a charter member and the Chicagoland Ambassador for the Customer Experience Professionals Association, an editorial team member for the Social Media Club, and a TEDx Speaker.

Who Should Attend?

If you are an entrepreneur, customer service professional, PR professional, marketer, or decision maker for a customer-facing department, this Take 10 will teach you how to turn a negative customer experience into a positive, building brand loyalty and trust.

What Will You Learn?

  • How to turn a problem situation into a positive and memorable experience
  • How to discover your customers pain points
  • How to become more transparent and accountable, and the importance of it

About Our Take 10 Program

In just 10 minutes, each Take 10 video tutorial features step-by-step instructions on a narrow topic. Packed with takeaways, every episode comes with a handy one-page checklist, so there's no need to take notes. Just download the PDF. PRO members can now watch Take 10 tutorials using the MarketingProfs mobile app. Download the iPhone or Android app, and get smart on the go!

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