Creating Customer Value, Customer complaint management with Don Peppers, October 2008.
Analyzing customer behavior is tricky, since a customer's behavior includes more than just their purchasing patterns. In this installment of our Creating Customer Value podcast series, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer satisfaction and uncovering unvoiced customer complaints.
|Customer complaint management with Don Peppers|
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Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on customer-focused relationship management strategies for business, Don Peppers is an acclaimed author, influential speaker and a founding partner of the customer-centered management consulting firm, Peppers & Rogers Group.
Fast forward to questions that interest you most.
|Related resources on customer equity|
- Read Peppers and Rogers' latest book, Rules to Break & Laws to Follow.
- Get tips for handling customer complaints in the call center.
- Ask your own customer equity questions of Peppers and Rogers to be answered on an upcoming podcast.
- If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask the Expert pages:
Ask the Expert: Customer equity: Long-term and short-term
Ask the Expert: