A complaint is a gift [electronic resource] : recovering customer loyalty when things go wrong / Janelle Barlow, Claus M�ller.
Material type:
BookPublication details: San Francisco, Calif. : Berrett-Koehler Publishers, c2008.Edition: 2nd edDescription: x, 287 pSubject(s): Genre/Form: DDC classification: - 658.8/343 22
- HF5415.52 .B37 2008eb
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Main Library | 658.8/343 (Browse shelf(Opens below)) | Available | EB233 |
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| 658.8342 CUS All Customers Are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back | 658.8342 Pet/Ols Consumer Behavior and Marketing Strategy | 658.8342 WIL Consumer Behavior | 658.8/343 A complaint is a gift | 658.8/343 Let them eat cake | 658.8343 Researching customer satisfaction & loyalty | 658.8/343 Creating passionbrands |
Includes bibliographical references (p. 251-271) and index.
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.
Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.
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