RICHMOND, Va., Sept. 2, 2011—Given the technological evolution of social media,  discussions about customer engagement are ubiquitous. From retail to travel to banking and industries in between, companies understand the need to engage customers in a positive manner.

Even the best companies fall short of customers’ expectations.  Dissatisfied customers are unhappy, even angry with a company, but they are engaged nonetheless. And a study by Harris Interactive revealed that 82 percent of consumers have stopped doing business with a company as a result of a negative experience.

Instead of dreading these negative engagements, companies can learn to recognize the opportunity inherent in engaging a disappointed customer. A company that correctly handles a negative engagement can convert a dissatisfied customer who never wants to do business with them again into a positively engaged customer—one who genuinely desires to interact.

Presented by Mike McDonnell, Vice President of Product Management and Client Solutions with Affinion Loyalty Group, and hosted by Loyalty 360, this webinar will explore how to recognize the bright side of negative engagement, and, once recognized, how to seize the opportunity that is there. The webinar is scheduled for Thursday, September 8 at 1pm ET.

In an exceedingly social environment, brands can have much more immediate and wide-spread exposure when it comes to negative consumer experiences. However, with this greater visibility comes greater opportunity.

Topics to be covered include:

  • Giving your customers a platform from which to be heard… and from which to listen
  • Acknowledging and evaluating your customers’ pain points
  • Holding your company accountable and removing obstacles
  • Astonishing your customers and making them look good
  • Building, or rebuilding, their trust

“If you focus on engaging these customers in a way that resonates with them on a personal level, you can convert them into loyal, long-term fans of your brand. Fans often are less sensitive to price, more understanding of service issues, provide great input for product development and generally become great word-of-mouth advocates for your brand,” noted McDonnell.

Webinar registration is limited—interested parties can register for this webinar online at

About Affinion Loyalty Group: 

Affinion Loyalty Group (ALG) is a leading loyalty provider whose products and services touch one in every three Americans. With 30 years of experience, the company drives incremental revenue by increasing customer loyalty for its clients who include top financial institutions,  hotel and airline companies, and automotive manufacturers.  Headquartered in Richmond, Va., ALG is the loyalty division of Affinion Group, the global leader in customer engagement. For more information, visit

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