《营销策略》英文版 In Class 39.ppt_大学文库

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Complaint Management is an Investment Cost of customer acquisition vs. retention Loyalty Word of mouth (positive or negative) Information for design changes Compensation may exceed price

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Complaint management is an Investment Cost of customer acquisition vs retention · Loyalt Word of mouth(positive or negative) Information for design changes Compensation may exceed price

Complaint Management is an Investment • Cost of customer acquisition vs. retention • Loyalty • Word of mouth (positive or negative) • Information for design changes Compensation may exceed price

You cant keep all customers happy Ok to loose some You still want to hear from them

You can’t keep all customers happy • Ok to loose some • You still want to hear from them

Organizational problems Isolation from management> gets worse Rewards tied to complaints

Organizational Problems • Isolation from management → gets worse • Rewards tied to complaints

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