Strategies for Defusing Customer Defections - Rather than complain, most dissatisfied customers quietly source new suppliers. Rather than obtain client feedback, most sellers assume that "no news is good news"--until the bomb goes off.
|Year of publication:||
|Authors:||Hopkins, Edward J.|
Quality digest. - Red Bluff, Calif. : QCI International, ISSN 0278-2642, ZDB-ID 10544501. - Vol. 15.1995, 12, p. 26-29