I had a customer experience this week that got me thinking about the impact of complaints handling. In short? It's massive.  Did you know that for every 1 complaint you receive, 26 people remain silent (& 14 of those people tell 5 or more of their friends about it?!) In this episode, we'll dive into two big stats you need to know, plus 4 steps for becoming a complaints handling BOSS to boost retention & revenue.