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Are the corporates delivering what they promise to the consumers Consumer Complaint Redressal

1. Are the corporates delivering what they promise to the consumers Consumer Complaint Redressal . Consumers today bombarded with media, unlimited choices, connected and expressive . Challenge for corporates give them experiences which delight them & create consumers for life.

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Are the corporates delivering what they promise to the consumers Consumer Complaint Redressal

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  1. 1 Are the corporates delivering what they promise to the consumers Consumer Complaint Redressal

  2. Consumers today bombarded with media, unlimited choices, connected and expressive Challenge for corporates give them experiences which delight them & create consumers for life

  3. Word of Mouth

  4. A Comcast Technician Sleeping on my Couch “A Comcast technician came to replace a faulty modem. After spending an hour on hold with Comcast's central office, he fell asleep on my couch. I've been in my apartment for three weeks and my internet connection is still non-functional. This is my tribute to Comcast, their low quality technology and their poor customer service.” 1.7 mn views on Youtube

  5. HUL touches 2 out of 3 Indians • Lever • care

  6. Lever • care We will create magic by ensuring every consumer interaction with the care-line is a moment of delight… by doing this, we will capture the hearts of every consumer for their entire lifetime…. and they will become our brand advocatesto spread the stories of their experiences

  7. Bringing Alive the VisionLevercare Principles • Consumer Intimacy • “Real Time” Enhancement • Mining Insights

  8. Brilliant Basics – Ease of Access • Levercare number in each and every sku

  9. Brilliant Basics – Strong backend • Tie up with the experts

  10. Brilliant Basics – Robust processes 1st Engagement within 48 Hrs!

  11. Brilliant Basics – Robust processes Escalation Complaint Classification Resolution Mechanism

  12. Exceptional Service Urgency Empathy

  13. Going a step further Ombudsman appointed for redressal

  14. Exceptional Service – Expert Advice Complaint To HUL Consumer satisfaction call Understand complaint & consumer details Alternate products Call back consumer SATISFACTION SURVEY Send samples LC Executive Consumer Consumer Problem Complaint details, Skin Type, Habits, Benefits desired Advices Alternate Products Technical person Technical person

  15. Consumer Intimacy – Real time Enhancement • 1 complaint • = • 1,000….10,000…100,000 incidences

  16. Consumer Intimacy – Real time Enhancement

  17. Consumer Intimacy – Mining Insights

  18. We help people feel good, look good and get more out of life with brands and services that are good for them and good for others. • We will inspire people to take small everyday actions that can add up to a big difference for the world. We work to create a better future every day. • We will develop new ways of doing business with the aim of doubling the size of our company while reducing our environmental impact. • Vision

  19. Thank You

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