Complaint management is an Investment Cost of customer acquisition vs retention Loyal Word of mouth(p 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

Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?

15.834 Complaints Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?

Factors facilitating heads attack transparent performance and fashion cycles The same factors make defense arder

Factors facilitating head s attack transparent performance and fashion cycles The same factors make defense harder

15834 Mid-Course Feedback 03 More specificity on summary slides .Lectures boring Case overlap . Post lecture slides

15.834 Mid-Course Feedback 03 More specificity on summary slides Lectures boring Case overlap Post lecture slides More videos

Relationship\-resources develop slowly The properties preventing imitation hamper transferability

《电子商务》PPT讲稿 第十二章 网络营销策略（2/2）