What unhappy customers want

Marc Grainer, Charles H. Noble, M J Bitner, Scott M. Broetzmann

Research output: Contribution to journalArticle

13 Citations (Scopus)

Abstract

Companies have tried for decades to improve customer complaint resolution - without notable success. Customer expectations are rising; customers now expect positive results and not just the chance to complain. Many customers want nonmonetary remedies, such as an apology or a chance to vent. In addition, companies must recognize that they must treat every customer interaction as if it were playing out on a Facebook page or a YouTube video, because it might be.

Original languageEnglish (US)
Pages (from-to)31-35
Number of pages5
JournalMIT Sloan Management Review
Volume55
Issue number3
StatePublished - 2014

Fingerprint

Vents
Industry
Customer complaints
Facebook
Customer expectations
Interaction
Remedies
Apology

ASJC Scopus subject areas

  • Business and International Management
  • Management of Technology and Innovation
  • Strategy and Management
  • Decision Sciences(all)

Cite this

Grainer, M., Noble, C. H., Bitner, M. J., & Broetzmann, S. M. (2014). What unhappy customers want. MIT Sloan Management Review, 55(3), 31-35.

What unhappy customers want. / Grainer, Marc; Noble, Charles H.; Bitner, M J; Broetzmann, Scott M.

In: MIT Sloan Management Review, Vol. 55, No. 3, 2014, p. 31-35.

Research output: Contribution to journalArticle

Grainer, M, Noble, CH, Bitner, MJ & Broetzmann, SM 2014, 'What unhappy customers want', MIT Sloan Management Review, vol. 55, no. 3, pp. 31-35.
Grainer M, Noble CH, Bitner MJ, Broetzmann SM. What unhappy customers want. MIT Sloan Management Review. 2014;55(3):31-35.
Grainer, Marc ; Noble, Charles H. ; Bitner, M J ; Broetzmann, Scott M. / What unhappy customers want. In: MIT Sloan Management Review. 2014 ; Vol. 55, No. 3. pp. 31-35.
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