Lyt når som helst, hvor som helst

Nyd den ubegrænsede adgang til tusindvis af spændende e- og lydbøger - helt gratis

  • Lyt og læs så meget du har lyst til
  • Opdag et kæmpe bibliotek fyldt med fortællinger
  • Eksklusive titler + Mofibo Originals
  • Opsig når som helst
Prøv nu
DK - Details page - Device banner - 894x1036
Cover for A Complaint Is a Gift, 3rd Edition: How to Learn from Critical Feedback and Recover Customer Loyalty

A Complaint Is a Gift, 3rd Edition: How to Learn from Critical Feedback and Recover Customer Loyalty

Varighed
6T 28M
Sprog
Engelsk
Format
Kategori

Økonomi & Business

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.

The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.

This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.

Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.

© 2022 Berrett-Koehler Publishers (Lydbog): 9781523002962

Udgivelsesdato

Lydbog: 8. november 2022

Andre kan også lide...

  1. The Human Side of Innovation: The Power of People in Love with People
    The Human Side of Innovation: The Power of People in Love with People Mauro Porcini
  2. The Business Case for Love: How Companies Get Bragged About Today
    The Business Case for Love: How Companies Get Bragged About Today Marc Cox
  3. Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth
    Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth Eddie Yoon
  4. What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics
    What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics Melina Palmer
  5. The Cloud Revolution: How the Convergence of New Technologies Will Unleash the Next Economic Boom and A Roaring 2020s
    The Cloud Revolution: How the Convergence of New Technologies Will Unleash the Next Economic Boom and A Roaring 2020s Mark P. Mills
  6. Stats and Curiosities: From Harvard Business Review
    Stats and Curiosities: From Harvard Business Review Harvard Business Review
  7. Swiped: How to Protect Yourself in a World Full of Scammers, Phishers, and Identity Thieves
    Swiped: How to Protect Yourself in a World Full of Scammers, Phishers, and Identity Thieves Adam Levin
  8. Ends.: Why we overlook endings for humans, products, services and digital. And why we shouldn’t.
    Ends.: Why we overlook endings for humans, products, services and digital. And why we shouldn’t. Joe Macleod
  9. Confident Public Speaking: How to Communicate Effectively using the PowerTalk System
    Confident Public Speaking: How to Communicate Effectively using the PowerTalk System Christian H. Godefroy
  10. Redefining Retail: 10 Guiding Principles for a Post-Digital World
    Redefining Retail: 10 Guiding Principles for a Post-Digital World Philip Kotler
  11. Difficult Conversations: Craft a Clear Message, Manage Emotions and Focus on a Solution
    Difficult Conversations: Craft a Clear Message, Manage Emotions and Focus on a Solution Harvard Business Review
  12. Entrepreneurial Marketing: Beyond Professionalism to Creativity, Leadership, and Sustainability
    Entrepreneurial Marketing: Beyond Professionalism to Creativity, Leadership, and Sustainability Philip Kotler
  13. The Art of Starting: How to Build Your Creative Business from the Ground Up
    The Art of Starting: How to Build Your Creative Business from the Ground Up Iona Mathieson
  14. Selling Is Hard. Buying Is Harder.: How Buyer Enablement Drives Digital Sales and Shortens the Sales Cycle
    Selling Is Hard. Buying Is Harder.: How Buyer Enablement Drives Digital Sales and Shortens the Sales Cycle Garin Hess
  15. Collaborative Intelligence
    Collaborative Intelligence Jim Kalbach
  16. Commit and Deliver: On the Frontlines of Management Consulting
    Commit and Deliver: On the Frontlines of Management Consulting Cyrus Freidheim
  17. Spend Shift: How the Post-Crisis Values Revolution Is Changing the Way We Buy, Sell, and Live
    Spend Shift: How the Post-Crisis Values Revolution Is Changing the Way We Buy, Sell, and Live Philip Kotler
  18. Divestitures: CREATING VALUE THROUGH STRATEGY, STRUCTURE, AND IMPLEMENTATION
    Divestitures: CREATING VALUE THROUGH STRATEGY, STRUCTURE, AND IMPLEMENTATION Emilie R. Feldman
  19. Overcoming Overwork
    Overcoming Overwork Harvard Business Review
  20. Working Machines: An Executive’s Guide to AI and Intelligent Automation
    Working Machines: An Executive’s Guide to AI and Intelligent Automation Mario Grunitz
  21. Building and Managing High-Performance Distributed Teams: Navigating the Future of Work
    Building and Managing High-Performance Distributed Teams: Navigating the Future of Work Alberto S. Silveira, Jr.
  22. Critical Thinking Growth for Problem Solving and Decision Making: Create a Positive Mind Set for Thinking
    Critical Thinking Growth for Problem Solving and Decision Making: Create a Positive Mind Set for Thinking Eric J Kelly
  23. The Art of Attack: Attacker Mindset for Security Professionals
    The Art of Attack: Attacker Mindset for Security Professionals Maxie Reynolds
  24. There Is No Box: A Practical Guide for the Relatable Leader
    There Is No Box: A Practical Guide for the Relatable Leader Marisa Cleveland
  25. Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win
    Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win Chris Mefford
  26. Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, and Turn Excuses Into Results
    Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, and Turn Excuses Into Results Cy Wakeman
  27. Open Strategy
    Open Strategy Christian Stadler
  28. The High-Potential Leader: How to Grow Fast, Take on New Responsibilities, and Make an Impact
    The High-Potential Leader: How to Grow Fast, Take on New Responsibilities, and Make an Impact Ram Charan
  29. Irresistible: The Seven Secrets of the World's Most Enduring, Employee-Focused Organizations
    Irresistible: The Seven Secrets of the World's Most Enduring, Employee-Focused Organizations Josh Bersin
  30. The Sponsor Effect: How to Be a Better Leader by Investing in Others
    The Sponsor Effect: How to Be a Better Leader by Investing in Others Sylvia Ann Hewlett
  31. Kellogg on Marketing, 3rd Edition
    Kellogg on Marketing, 3rd Edition Philip Kotler
  32. The Digital Leader: Finding a Faster, More Profitable Path to Exceptional Growth, 1st Edition
    The Digital Leader: Finding a Faster, More Profitable Path to Exceptional Growth, 1st Edition Ram Charan
  33. Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants
    Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants R "Ray" Wang
  34. The 2% Way: How a Philosophy of Small Improvements Took Me to Oxford, the NFL, and Neurosurgery
    The 2% Way: How a Philosophy of Small Improvements Took Me to Oxford, the NFL, and Neurosurgery Dr. Myron L. Rolle
  35. The Phoenix Encounter Method: Lead Like Your Business Is on Fire!
    The Phoenix Encounter Method: Lead Like Your Business Is on Fire! Ram Charan
  36. Becoming the Change: Leadership Behavior Strategies for Continuous Improvement in Healthcare
    Becoming the Change: Leadership Behavior Strategies for Continuous Improvement in Healthcare John Toussaint
  37. Hire Purpose: How Smart Companies Can Close the Skills Gap
    Hire Purpose: How Smart Companies Can Close the Skills Gap Deanna Mulligan
  38. HBR's 10 Must Reads for Mid-Level Managers (with bonus article "Managers Can't Do It All" by Diane Gherson and Lynda Gratton)
    HBR's 10 Must Reads for Mid-Level Managers (with bonus article "Managers Can't Do It All" by Diane Gherson and Lynda Gratton) Harvard Business Review
  39. Leadership Lessons from a UPS Driver: Delivering a Culture of We, Not Me
    Leadership Lessons from a UPS Driver: Delivering a Culture of We, Not Me Ron Wallace
  40. Fostering Innovation: How to Build an Amazing It Team
    Fostering Innovation: How to Build an Amazing It Team Andrew Laudato
  41. Bulletproof Decisions: How Executives Can Get it Right, Every Time
    Bulletproof Decisions: How Executives Can Get it Right, Every Time Ruben Ugarte
  42. Bragging Rights: How to Talk about Your Work Using Purposeful Self-Promotion
    Bragging Rights: How to Talk about Your Work Using Purposeful Self-Promotion Lisa Bragg
  43. Individual Influence: Find the "I" in Team
    Individual Influence: Find the "I" in Team Brian Smith PhD
  44. Deep Dive (Greenleaf): The Proven Method for Building Strategy, Focusing Your Resources, and Taking Smart Action
    Deep Dive (Greenleaf): The Proven Method for Building Strategy, Focusing Your Resources, and Taking Smart Action Rich Horwath
  45. Improv Leadership: How to Lead Well in Every Moment
    Improv Leadership: How to Lead Well in Every Moment David Miller
  46. Creative Conflict: A Practical Guide for Business Negotiators
    Creative Conflict: A Practical Guide for Business Negotiators Frank Mobus

Vælg dit abonnement

  • Over 600.000 titler

  • Download og nyd titler offline

  • Eksklusive titler + Mofibo Originals

  • Børnevenligt miljø (Kids Mode)

  • Det er nemt at opsige når som helst

Den mest populære

Premium

For dig som lytter og læser ofte.

129 kr. /måned
  • 1 konto

  • 100 timer/måned

  • Eksklusivt indhold hver uge

  • Fri lytning til podcasts

  • Ingen binding

Start tilbuddet

Unlimited

For dig som lytter og læser ubegrænset.

149 kr. /måned
  • 1 konto

  • Ubegrænset adgang

  • Eksklusivt indhold hver uge

  • Fri lytning til podcasts

  • Ingen binding

Start tilbuddet

Family

For dig som ønsker at dele historier med familien.

Fra 179 kr. /måned
  • 2-6 konti

  • 100 timer/måned pr. konto

  • Fri lytning til podcasts

  • Kun 39 kr. pr. ekstra konto

  • Ingen binding

2 konti

179 kr. /måned
Start tilbuddet

Flex

For dig som vil prøve Mofibo.

89 kr. /måned
  • 1 konto

  • 20 timer/måned

  • Gem op til 100 ubrugte timer

  • Eksklusivt indhold hver uge

  • Fri lytning til podcasts

  • Ingen binding

Prøv gratis