A complaint is a gift: using customer feedback as a strategic tool
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
San Francisco
Berrett-Koehler Publishers
©1996
|
| Ausgabe: | 1st ed |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Beschreibung: | Includes bibliographical references (pages 199-210) and index Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization |
| Beschreibung: | 1 Online-Ressource (x, 222 pages) |
| ISBN: | 0585272360 9780585272368 1881052818 9781881052814 |
Internformat
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| 245 | 1 | 0 | |a A complaint is a gift |b using customer feedback as a strategic tool |c Janelle Barlow and Claus Møller |
| 250 | |a 1st ed | ||
| 264 | 1 | |a San Francisco |b Berrett-Koehler Publishers |c ©1996 | |
| 300 | |a 1 Online-Ressource (x, 222 pages) | ||
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| 500 | |a Includes bibliographical references (pages 199-210) and index | ||
| 500 | |a Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers | ||
| 500 | |a The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization | ||
| 650 | 4 | |a Comsumer Satisfaction | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations |2 bisacsh | |
| 650 | 7 | |a Consumer complaints |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Consumer complaints | |
| 650 | 4 | |a Customer services | |
| 700 | 1 | |a Møller, Claus |e Sonstige |4 oth | |
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Datensatz im Suchindex
| _version_ | 1804175288454610944 |
|---|---|
| any_adam_object | |
| author | Barlow, Janelle |
| author_facet | Barlow, Janelle |
| author_role | aut |
| author_sort | Barlow, Janelle |
| author_variant | j b jb |
| building | Verbundindex |
| bvnumber | BV042964212 |
| collection | ZDB-4-EBU |
| ctrlnum | (OCoLC)45727644 (DE-599)BVBBV042964212 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1st ed |
| format | Electronic eBook |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:13:54Z |
| institution | BVB |
| isbn | 0585272360 9780585272368 1881052818 9781881052814 |
| language | English |
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| publisher | Berrett-Koehler Publishers |
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| spelling | Barlow, Janelle Verfasser aut A complaint is a gift using customer feedback as a strategic tool Janelle Barlow and Claus Møller 1st ed San Francisco Berrett-Koehler Publishers ©1996 1 Online-Ressource (x, 222 pages) txt rdacontent c rdamedia cr rdacarrier Includes bibliographical references (pages 199-210) and index Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization Comsumer Satisfaction BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer complaints fast Customer services fast Wirtschaft Consumer complaints Customer services Møller, Claus Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=41398 Aggregator Volltext |
| spellingShingle | Barlow, Janelle A complaint is a gift using customer feedback as a strategic tool Comsumer Satisfaction BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer complaints fast Customer services fast Wirtschaft Consumer complaints Customer services |
| title | A complaint is a gift using customer feedback as a strategic tool |
| title_auth | A complaint is a gift using customer feedback as a strategic tool |
| title_exact_search | A complaint is a gift using customer feedback as a strategic tool |
| title_full | A complaint is a gift using customer feedback as a strategic tool Janelle Barlow and Claus Møller |
| title_fullStr | A complaint is a gift using customer feedback as a strategic tool Janelle Barlow and Claus Møller |
| title_full_unstemmed | A complaint is a gift using customer feedback as a strategic tool Janelle Barlow and Claus Møller |
| title_short | A complaint is a gift |
| title_sort | a complaint is a gift using customer feedback as a strategic tool |
| title_sub | using customer feedback as a strategic tool |
| topic | Comsumer Satisfaction BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer complaints fast Customer services fast Wirtschaft Consumer complaints Customer services |
| topic_facet | Comsumer Satisfaction BUSINESS & ECONOMICS / Customer Relations Consumer complaints Customer services Wirtschaft |
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