Complaint management is an Investment Cost of customer acquisition vs retention · Loyalt Word of mouth(positive or negative) Information for design changes Compensation may exceed price
Complaint Management is an Investment • Cost of customer acquisition vs. retention • Loyalty • Word of mouth (positive or negative) • Information for design changes Compensation may exceed price
You cant keep all customers happy Ok to loose some You still want to hear from them
You can’t keep all customers happy • Ok to loose some • You still want to hear from them
Organizational problems Isolation from management> gets worse Rewards tied to complaints
Organizational Problems • Isolation from management → gets worse • Rewards tied to complaints