CHAPTER THREE
Five Reasons Why Complaints Are Gifts
Fred Wiersema, business strategist and author, has been lamenting about lost customers for some time. He says organizations have to be doing some pretty stupid things to lose them: “I disagree with the broad statement that says loyalty is dead. . . . Most customers are incredibly sticky. . . . If you lose a customer, you have really messed up. What’s wrong? Because you really have to mess up something to lose a customer.”1 Considering the frequency at which it happens, they must be working fairly hard to drive customers away. In What Were They Thinking? Jeffrey Pfeffer says companies drive customers ...
Get A Complaint Is a Gift, 3rd Edition, 3rd Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
