Manage complaints to enhance loyalty

Quality Progress

Volumn 39, Issue 2, 2006, Pages 28-34

  Goodman, John ^a,b  

^a TARP   (United States)

^b ASQ ^*  (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33644550660     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (12)

1. The original study is out of print. However, a summary of the 1974-1979 study and the 1984-1986 studies for the U.S. Office of Consumer Affairs called "Increasing Customer Satisfaction" was published by the U.S. Consumer Information Center, Pueblo, CO, 1986.
2. John Goodman and Steve Newman, "Understand Customer Behavior and Complaints," Quality Progress, January 2003.
3. Tim Clayden, speech to Consumer Federation of America, Washington, DC, 2004.
4. Natalia Scriabina and Sergiy Fomichov, "Six Ways To Benefit From Customer Complaints," Quality Progress, September 2005, pp. 49-54. In this article, Scriabina and Fomichov provide a useful chart for evaluating an organization's attitude toward complaints (p. 50).
5. For more complete calculation examples, see John Goodman, Pat O'Brien and Eden Segal, "Turning CFOs into Quality Champions," Quality Progress, March 2000, pp. 47-54.
6. John Goodman, "Treat Your Customers as Prime Media Reps," BrandWeek, Sept. 12, 2005, p. 16.
7. See, for instance, The Anatomy of Buzz, Emanuel Rosen, Doublelday, 2000.
8. John Goodman and Steve Newman, "Six Steps To Integrating Complaint Data Into QA Decisions," Quality Progress, February 2003, pp. 42-47.
9. See TARP's working paper "Identifying Points of Pain via Market-at-Risk Analysis," working paper available from TARP, 2002.
10. John Goodman, Dianne Ward and Scott Broetzmann, "It Might Not Be Your Product," Quality Progress, April 2002, pp. 73-77.
11. John Goodman and Jeff Maszal, "Creating a Customer Relationship Feedback System That Has Maximum Bottom-Line Impact," Customer Relationship Management, March/ April 2000, pp. 289-296.
12. Ibid. John Goodman and Jeff Maszal, "Creating a Customer Relationship Feedback System That Has Maximum Bottom-Line Impact," Customer Relationship Management, 2000, pp. 289-296.