Addressing fraud in business activities

Author: Kelly Tian
Publisher:
Publish Date: 2004-03-01
Features: The target audience of this book is individual marketing professionals, including managers and employees of retail and service organizations, retail security and loss prevention organizations. The book provides insights into new strategies for identifying various forms of customer fraud, offering a treasure trove of monitoring and prevention methods aimed at combating customer fraudulent behavior. It emphasizes how to meet the needs that drive customers to deceive, how to improve customer relationships, and how to rebuild trust in the market, along with relevant recommendations. In recent years, marketing organization managers have been complaining that customer fraud has severely impacted profits. The importance of understanding the nature, methods, and motivations of customer fraud lies in the heavy burden these behaviors place on organizations and the public. The book reports the results of a study in which 250 middle-class and upper-middle-class Americans shared real-life stories of how they used deception to break the rules or norms established by businesses and profit from it. These stories were submitted to the author in written form via anonymous letters. After analyzing the written stories, the author compiled the most comprehensive catalog and most thorough description to date of customer fraud behavior and the methods used to successfully execute such fraud. The stories also revealed the reasons why customers consider fraud, repeatedly engage in it, and share their experiences with other consumers.