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Zero compliants :: the path to continuous value creation / |
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ISBN/ISSN:
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9781032894256 价格： CNY1407.02 |
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ISBN/ISSN:
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9781032880518 |
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ISBN/ISSN:
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1032880511 |
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ISBN/ISSN:
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1032894253 |
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科图分类法:
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F274 |
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著者:
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Mahajan, Gautam, |
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题名:
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Zero compliants [the path to continuous value creation ] |
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出版发行:
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New York, NY : Routledge, 2025. |
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载体形态:
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xxi, 193 pages : illustrations ; 23 cm |
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内容提要:
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"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. The book shows why customers complain and how these complaints create huge problems for organizations, including limiting their growth, increasing unnecessary costs, contributing to customer churn, and upsetting employees. The book also calculates the enormous costs of complaints that can be saved in a Zero Complaints world. The book then goes on to describe processes and technologies that can identify and address the underlying reasons for those complaints, as well as the organizational changes required and mandated to provide continuous improvements. In addition to providing a series of how-to recommendations, the book also includes a wide range of examples from many companies and organizations around the world that have successfully embarked on the path to achieving Zero Complaints, using the Zero Defects learnings and going towards Zero Problems. This book will change management thinking"-- |
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主题词:
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Consumer complaints. |
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主题词:
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Consumer satisfaction. |
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主题词:
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Relationship marketing. |
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主题词:
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Customer relations. |
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主要责任者:
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Price, Bill, 1950- |
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主要责任者:
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Davidow, Moshe, |
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HEA| |02472nam a2200349 450 001| |022025006806 008| |241212s2025 nyua b 001 0 eng 010| |▼a 2024041242 020| |▼a9781032894256▼qhardback▼cCNY1407.02 020| |▼a9781032880518▼qpaperback 020| |▼a1032880511▼qpaperback 020| |▼a1032894253▼qhardback 020| |▼z9781003542773▼qelectronic book 040| |▼aDLC▼beng▼erda▼cDLC▼dIG#▼dOCL- | |CO▼dCLE▼dOCLCL 082|00|▼a381.3▼223 090| |▼aF274▼b260486 100|1 |▼aMahajan, Gautam,▼d1946-▼eauthor. 245|10|▼aZero compliants :▼bthe path - | |to continuous value creation /- | |▼cGautam Mahajan, Bill Price, - | |and Moshe Davidow. 260| |▼aNew York, NY :▼bRoutledge,▼c2025. 300| |▼axxi, 193 pages :▼billustrati- | |ons ;▼c23 cm 336| |▼atext▼btxt▼2rdacontent 337| |▼aunmediated▼bn▼2rdamedia 338| |▼avolume▼bnc▼2rdacarrier 504| |▼aIncludes bibliographical ref- | |erences and index. 520| |▼a"Zero Complaints: The Path t- | |o Continuous Value Creation is- | | the ONLY book that lays out t- | |he importance for organization- | |s to ensure their customers do- | | not have a need to complain a- | |nd share their frustrations wi- | |th other customers. The book s- | |hows why customers complain an- | |d how these complaints create - | |huge problems for organization- | |s, including limiting their gr- | |owth, increasing unnecessary c- | |osts, contributing to customer- | | churn, and upsetting employee- | |s. The book also calculates th- | |e enormous costs of complaints- | | that can be saved in a Zero C- | |omplaints world. The book then- | | goes on to describe processes- | | and technologies that can ide- | |ntify and address the underlyi- | |ng reasons for those complaint- | |s, as well as the organization- | |al changes required and mandat- | |ed to provide continuous impro- | |vements. In addition to provid- | |ing a series of how-to recomme- | |ndations, the book also includ- | |es a wide range of examples fr- | |om many companies and organiza- | |tions around the world that ha- | |ve successfully embarked on th- | |e path to achieving Zero Compl- | |aints, using the Zero Defects - | |learnings and going towards Ze- | |ro Problems. This book will ch- | |ange management thinking"－－▼cP- | |rovided by publisher. 650| 0|▼aConsumer complaints. 650| 0|▼aConsumer satisfaction. 650| 0|▼aRelationship marketing. 650| 0|▼aCustomer relations. 700|1 |▼aPrice, Bill,▼d1950-▼eauthor. 700|1 |▼aDavidow, Moshe,▼eauthor. 776|08|▼iOnline version:▼aMahajan, Ga- | |utam, 1946-▼tZero compliants▼d- | |New York, NY : Routledge, 2025- | |▼z9781003542773▼w(DLC) 2024041243