Rewarding Complaints – Interview with Gautam Mahtani


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Please enjoy this final installment of my interview with Gautam Mahtani, Co-Founder and Managing Partner of Customer Feedback Systems.

Joseph: Gautam if someone wants to bring you into their organization to assess their strategies for actionable voice of the customer intelligence how would they get in contact with you? What are the phases of that process for you? How do you engineer solutions?

Gautam: I appreciate the questions. We engage on multiple levels. We are currently on the road sharing a “Rewarding Complaints” publication that is full of the best practices across 40-50 of the best healthcare organizations that we’ve had the privilege of working with.  That content is available both on our website as well as through a webinar format. We’re not a one size fits all solution provider. We work with companies that view real-time customer feedback as an important tool. We have assessments that we can do. We can look at the existing infrastructure. We can make recommendations. We’re device agnostic. We’re mode collection agnostic. It’s really through a very specific process of understanding patient flow, understanding the customer population, understanding the goals of the organization that we come to a specific solution. I think the story of rewarding complaints is one that we’re incredibly proud to be a part of and I think that’s where it begins.

Joseph: These interventions are certainly applicable in healthcare, retail and anywhere there is consumer traffic, correct?

Gautam: Brick and mortar, B2C is probably a space where we’ve spent a majority of our working careers. I mentioned healthcare a lot probably because you and I also met in a healthcare environment but retail is highly applicable to collecting real-time feedback. Airlines – we do everything from check-in to executive lounges, to boarding gates – really as an interceptor interview tool as long as we are disciplined about always respecting the time of the respondent. It can take multiple forms. Our history is everything from banks to department stores to healthcare.

Joseph: Excellent. So please provide your contact information should people want to follow up and learn more about how to leverage the voice of the customer, create actionable, alerts, understand loyalty, and drive solutions for ongoing customer listening…

Gautam: Our website is We have great stories up there, informational videos, as well as upcoming innovation councils that we’ve put together around challenges for the customer and patient experience.

Joseph: Thank you very much, Gautam.

Republished with author's permission from original post.

Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.


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