Complaint is the best gift: Customer satisfaction science to create sustainable competitive advantage

Author: Wei Yangnan
Publisher:
Publish Date: 2005-04-01
Features: Customer satisfaction should go beyond politeness and techniques. The discussion and teaching of general concepts must be conducted at the level of business philosophy, business theory, and business strategy to promote customer satisfaction more quickly, broadly, and deeply. It must even become a corporate culture and collective habit to truly make customer satisfaction a successful path that helps businesses grow and sustainably operate. This spirit is everywhere in this book and is worth emulating by business professionals and consultants who teach customer satisfaction and customer service.
In the face of sustained global economic downturn and with China's entry into the WTO, foreign businesses are aggressively entering domestic markets. At this time, how domestic businesses can win customer favor and gain customer loyalty has become a critical issue that determines survival and sustainable operation. This book first discusses what a customer is, advocating the implementation of customer satisfaction from both psychological and behavioral perspectives, while also focusing on employee satisfaction. It emphasizes that only by promoting both customer satisfaction and employee satisfaction can businesses create profits for survival.
The book goes beyond polite and technical discussions and general concept teachings, instead providing many practical and actionable strategies for customer satisfaction at the level of business philosophy, business concepts, and business strategy. The entire book has a complete structure and precise arguments, summarizing the author's ten years of coaching experience and academic cultivation. It uses minimal specialized terminology, making it easy to understand and approachable. It is an invaluable introductory guide for business professionals in the 21st century to learn about customer satisfaction operations.