Жалоба как подарок: обратная связь с клиентов как инструмент маркетинговой стратегии/ Джанелл Барлоу, Клаус Мёллер.
By: Джанелл Барлоу
.
Contributor(s): Мёллер Клаус.
Publisher: Москва: Олимп-Бизнес, c2006Description: x, 267 p. ; 23 cm.ISBN: 9785969300132.Subject(s): Consumer complaints | Customer servicesDDC classification: 658.8/343 Online resources: Table of contents only
Contents:
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.
| Item type | Current location | Collection | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| Book | SKOLKOVO Library Shelves | Not Tagged | HF5415.52 .B37 2008 (Browse shelf) | Available | 2000003326 |
Total holds: 0
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.
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