Zero Complaints

The Path to Continuous Value Creation
1. Auflage 2025
ISBN: 978-1-032-88051-8
Verlag: Taylor & Francis

Buch, Englisch, 216 Seiten, Format (B × H): 152 mm x 229 mm, Gewicht: 295 g

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.

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Mahajan, Gautam

Price, Bill

Davidow, Moshe

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Betriebswirtschaft Management
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Management: Führung & Motivation
• Wirtschaftswissenschaften Volkswirtschaftslehre Volkswirtschaftslehre Allgemein Verhaltensökonomik
• Wirtschaftswissenschaften Betriebswirtschaft Unternehmensorganisation, Corporate Responsibility Unternehmenskultur, Corporate Governance
• Wirtschaftswissenschaften Betriebswirtschaft Organisationstheorie, Organisationssoziologie, Organisationspsychologie

Inhaltsverzeichnis

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.

Über Autor(innen)

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; consulted for Alcoa, DuPont, Continental Can, Reynolds, GE, GTE, ITC, Sealed Air, Azelis, Tatas, Birlas, Godrej, ITC, Toyo- Seikan, Viag, Solvay, Husky and Sidel. He is author of 8 books: Customer Value Investment, Value Dominant Logic, The Value Imperative, Total Customer Value Management, Customer Value Starvation, Creating Value for Leaders and How Creating Customer Value Can Make you a Great Executive.Among his honours is a Fellowship from Harvard Business School and Illinois Institute of Technology. He was honoured by the Illinois Institute of Technology with its Distinguished Alumni award in 2001.

Bill Price forged his passion for delivering great customer experiences while serving as Amazon’s 1st Worldwide VP of Customer Service beginning in early 1999. Before that, he honed the processes with McKinsey & Company, a bleeding-edge IVR service bureau, and MCI Telecommunications where he created its Call Center Services division. Co-author of three books including The Frictionless Organization (2022), a frequent speaker to over 220 groups in 52 countries over the past 26 years and chair of the 30-company Global Operations Council whose active members include Costco, Hawaiian Airlines, MetLife Insurance, Motorola. Nike, Starbucks, and UnitedHealth Group. He is currently President of Driva Solutions serving more than 150 clients including American Express, Apple, Google, Hyatt, McDonalds, T-Mobile, and Vodafone, and co-founder of the 9-country LimeBridge Global Alliance.

Dr. Moshe Davidow fell in love with complaint handling after reading a TARP report on the bottom-line benefits of consumer education. He set up Israel's first modern complaint department in 1980 and was able to show an ROI of 177%. Realizing how much about complaint handling was still unknown, he received his PhD. from Texas A&M University in 1998, with a dissertation entitled 'Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior". He has spent the last 25 years researching the field of complaint management as a strategic resource to the firm and calls it the customer-centric compass of an organization. He has been an adjunct lecturer at the Technion, Israel Institute of Technology for the past 20 years and has been associated with the Journal of Creating Value for the past 10 years.