Charlie Alford
complaints ~ communications ~ insights
I work at the intersection of complaints, communications, and insights.
I believe good complaint handling isn’t about finding the right words to close a case. It’s about understanding what went wrong, what can be improved, and communicating the answer clearly.
Read my manifesto
Complaints aren’t just puzzles to be solved or problems to fix; they are opportunities to break down and analyse every step of the process, every element of a decision, and test the theory behind every conversation.
more information needed; is where I share my ideas on complaints and communications.
