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| Tekijä: | Harari, O. |
| Otsikko: | Thank heavens for complainers |
| Lehti: | Management Review
1997 : MAR, VOL. 86:3, p. 25-29 |
| Asiasana: | |
| Vapaa asiasana: | REKLAMATION, KUNDE, KUNDENDIENST, MARKETINGSTRATEGIE |
| Kieli: | eng |
| Tiivistelmä: | Most companies treat customer complaints either as dreaded plagues or as necessary evils in doing business. Companies would be better served by viewing customer complaints as a source of strategic opportunity. This means that complainers ought to be treated with the dignity and respect afforded to the highest priced analysts and consultants. |
SCIMA