In a service company, important parts of the product are being designed by the front-liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and incentives

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

Price wars are bad, especially with high fixed costs They reduce current profits and erode customers' perception of product quality Price wars are not inevitable. For example the French and the Germans fight every fifty years but not every year

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