Richard Morrison

If Complaints Are Gifts, Why Do So Few Companies Accept Them Graciously?

The concept of "a complaint is a gift" is based on the rationale that when customers complain they are giving the company a second chance to recover the service or product failure; the customer is telling them what is wrong in the hope that...

Spinning Straw Into Gold: Turn Customer Feedback Into Business Success

Executives spend millions of dollars every year trying to figure out how to improve business, yet many fail to tap into a freely available information source that can provide more insight than any consultant ever could: customer feedback Feedback about the products and services customers...

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