Zero Complaints - Price, Bill

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Résumé :
Zero Complaints: The Path to Continuous Value Creation is the ONLY book that lays out the importance for organizations to ensure their customers do not have a need to complain and share their frustrations with other customers...

Biographie:

Gautam Mahajan, President of Customer Value Foundation, is the global thought leader in Customer Value and Value Creation. He mentors the Value Creation Alliance, CreatingValue.co and is Editor of the Journal of Creating Value, jcv.sagepub.com. He is helping Value creation centers in Denmark, Portugal FAU and at U of Maryland, and a Value School at Kobe U and one at The Japan Advanced Institute of Science and Technology along with the Value Research Centre at Doshisha University in Japan. He is also an inventor with products being used around the world and holds has 18 US patents.

Gautam ran businesses for a Fortune 50 company in the USA for 17 years and has developed leaders, CEOs and executives...

Sommaire:

Chapter 1: Introduction: Seeking the Zero. Chapter 2: Why do People Complain? Complaint Management is better than Complaint Handling. Chapter 3: Are Complaints being Rectified? Chapter 4: Zero Complaints? No Problem! Chapter 5: Costs and Returns of Zero Complaints. Chapter 6: Companies Should Ask: Is this Complaint Rectification Cost Avoidable? Chapter 7: Use Existing Techniques to Move Towards Zero Complaints. Chapter 8: Implementing Zero Complaints. Chapter 9: Technologies to get to Zero Complaints. Chapter 10: Getting to ZERO: Where to Go From Here. Chapter 11: The Way Forward: Rx for Zero Complaints. APPENDIX I: Costs and Returns. APPENDIX II: More on Customer Circles. Appendix III: Circle of Promises. Appendix IV: Value Creation.