Джанелл Барлоу, 1943-
Жалоба как подарок: обратная связь с клиентов как инструмент маркетинговой стратегии/ Джанелл Барлоу, Клаус Мёллер. - Москва: Олимп-Бизнес, c2006. - x, 267 p. ; 23 cm.
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.
9785969300132
2008017877
Consumer complaints.
Customer services.
HF5415.52 / .B37 2008
658.8/343
Жалоба как подарок: обратная связь с клиентов как инструмент маркетинговой стратегии/ Джанелл Барлоу, Клаус Мёллер. - Москва: Олимп-Бизнес, c2006. - x, 267 p. ; 23 cm.
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.
9785969300132
2008017877
Consumer complaints.
Customer services.
HF5415.52 / .B37 2008
658.8/343
