When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed So Far
by Marc Grainer, Scott M. Broetzmann, and David Beinhacker
Marc Grainer is Chair, Scott M. Broetzmann is President & CEO, and David Beinhacker is Chief Research Officer, Customer Care Measurement & Consulting
Background
Before the 1980s, most American companies viewed such customer care initiatives as responding to complaints as a necessary evil, at best, and as a significant administrative cost, at worst. Companies all too often approached complaint handling as an adversarial process where they were pitted against unreasonable customers and anti-business regulatory agencies.
The focus was generally on narrow legal issues. Most efforts were directed ...
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