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A complaint is a gift : recovering customer loyalty when things go wrong /

The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback? in fact, they?re your best bargain in market research. Customer complaints can give businesses a wak...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Barlow, Janelle, 1943-
Otros Autores: Møller, Claus, 1942-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: San Francisco, Calif. : Berrett-Koehler Publishers, ©2008.
Edición:2nd ed.
Temas:
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • A complaint is a gift strategy
  • Complaints: necessary evil or opportunities?
  • Capitalizing on complaints
  • Why most customers don't complain
  • In the mind of the complaining customer
  • The gift formula
  • Creating better customers with goodwill
  • When customers go ballistic
  • It's all in the words: responding to written complaints
  • From a whisper to a global shout
  • When feedback gets personal
  • When you complain, make sure you are giving a gift.