In: Marketing

Complaint Management

Accept complaints and be grateful.

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Hug Your Haters

How to Embrace Complaints and Keep Your Customers
Jay Baer
Portfolio, 2016
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Complaint Management Excellence

Creating Customer Loyalty through Service Recovery
Sarah Cook
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The Satisfied Customer

Winners and Losers in the Battle for Buyer Preference
Claes Fornell
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Complaint Management

The Heart of CRM
Wolfgang Seidel and Bernd Stauss
Thomson South-Western, 2005
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Shaun Belding
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