TY - BOOK ID - 135078980 TI - A complaint is a gift : using customer feedback as a strategic tool AU - Barlow, Janelle AU - Møller, Claus PY - 1996 SN - 0585272360 9780585272368 9781881052814 1881052818 PB - San Francisco : Berrett-Koehler Publishers, DB - UniCat KW - Consumer complaints KW - Customer services KW - Comsumer Satisfaction KW - Consumentengedrag. UR - https://www.unicat.be/uniCat?func=search&query=sysid:135078980 AB - Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers. ER -