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 language | English (US) |
|---|---|
| Pages (from-to) | 31-35 |
| Number of pages | 5 |
| Journal | MIT Sloan Management Review |
| Volume | 55 |
| Issue number | 3 |
| State | Published - Jan 1 2014 |
ASJC Scopus subject areas
- General Decision Sciences
- Business and International Management
- Strategy and Management
- Management of Technology and Innovation