In the Customer Value Club on September 17th, 2021, The guest star was Jaakko Timonen, CEO of the Finnish-founded startup No No No, discussing the customer value generated by complaints. No No No is a Finnish startup that has helped many large companies – such as Walmart, Costco, and JCPenney – resolve thousands of complaints.
Jaakko Timonen has been leading No No No since its inception in 2015. In its early stages, the company established a foothold in Finland before venturing into the U.S. market. Now, No No No has also returned to Finland through extensive collaboration, including with Matkahuolto.
Throughout this eventful journey, Timonen has delved deep into the world of complaints received by both Finnish and international organizations. In the Customer Value Club, he explains the relationship between complaints and customer value.
Below, you’ll find a recording of the morning session where Jaakko Timonen discusses the impact of complaints on the development of customer value and customer behavior. For instance:
Why should companies pay attention to complaints and engage with them?
What misconceptions do companies have about complaining customers?
What should all companies understand about the impact of complaint management on customer service experience and customer value?
How can handling complaints and gaining deeper understanding guide investments in more effectively developing customer value?
The recording is in Finnish.
