This scenario is specific to an industry, but use your imagination to apply it to your own business.  A restaurant chain directs their customers to a web site to report an unsatisfactory dining experience.

The customer can use their smart device to interface with a touch app.  That web site is actually a front end to the RMAP.  When the complaint is logged, workflow takes immediate action. In some cases, the customer can be contacted while still in the restaurant and, if warranted, the RMAP system can trigger a gift card provider to issue a coupon (along with an e-signature release form) to the customer’s mobile device. The system looks for keywords that indicate a serious incident and can detect repeaters.  A bad customer experience is never a positive, but the damage can be softened with technology that allows “real-time” response.

This technology exists today and is in use by customer liability claims managers.