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?
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
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
The fox case- Room for one more A number of changes make it easier to enter cheaper transmission technology more syndication more independent stations demographics makes the \young\niche larger The networks have a hard time defending
Consumers benefit from search/broker services Consumer trust can be leveraged across many product categories How will brick and mortar agents fare vs electronic agents?
Consumers benefit from search broker services Consumer trust can be leveraged across many product categories How will brick and mortar agents fare vs electronic agents?
