Complaint management

Customers are contacting organisations all the time about their dissatisfaction with products and services. If an organisation really wants to understand its customers, the first thing it should do is to ensure that it has effective complaint management processes in place. Customers’ complaints prov...

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Bibliographic Details
Published in:Journal of direct, data and digital marketing practice data and digital marketing practice, 2008-04, Vol.9 (4), p.321-323
Main Author: Hayward, Mike
Format: Article
Language:English
Subjects:
Best practice
Brand loyalty
Business and Management
Call centers
Complaints
Customer relations
Customer services
Customers
Feedback
Marketing
Online Marketing/Social Media
Opinion Piece
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Summary:Customers are contacting organisations all the time about their dissatisfaction with products and services. If an organisation really wants to understand its customers, the first thing it should do is to ensure that it has effective complaint management processes in place. Customers’ complaints provide real, first-hand feedback to an organisation and should be the first place to look to understand why customers may be dissatisfied with your products or services.
ISSN:1746-0166
1746-0174
DOI:10.1057/dddmp.2008.1