Academic journal article Manager

New International Service'turns Complaints into Customer Intelligence'

Academic journal article Manager

New International Service'turns Complaints into Customer Intelligence'

Article excerpt

All managers are aware of how important it is to listen to customers, but the ability to turn raw complaints into meaningful, structured customer feedback and then create genuine, long lasting actions to address root causes usually requires considerable resources.

The challenge to achieve this objective has inspired customer experience consultancy, Passion 4 Customers, to launch their European complaints management sen/ice. This takes the form of an international complaints platform to consumers in eight European countries and four languages, covering seven different consumer-facing industries, and can therefore provide its clients with feedback that is company specific, industry-specific, country-specific or pan-European.

The company maintains that it is able to identify issues endemic to an entire industry, or particular to one company, and can spot trends which cross national boundaries. It can differentiate between one-off complaints and growing tendencies, and where a business has a specific problem, it can relate that problem to the industry as a whole, providing not only analysis, but support in finding the right answers. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.