-
Жалоба как подарок. Обратная связь с клиентом — инструмент маркетинговой стратегии
- Джанелл Барлоу, Клаус Мёллер. Ключевые идеи книги
- Narrated by: Малашко Екатерина
- Length: 35 mins
Failed to add items
Add to Cart failed.
Add to Wish List failed.
Remove from wishlist failed.
Adding to library failed
Follow podcast failed
Unfollow podcast failed
Prime members: New to Audible?Get 2 free audiobooks during trial.
Жалоба как подарок. Обратная связь с клиентом — инструмент маркетинговой стратегии
Buy for $4.89
No default payment method selected.
We are sorry. We are not allowed to sell this product with the selected payment method
Publisher's summary
Согласно Джанелл Барлоу, жалобу нужно воспринимать позитивно. Жалуясь, клиент на самом деле сообщает о своем желании и дальше пользоваться услугами организации. В руках опытного маркетолога жалоба - это подарок. Это сигнал для руководства о плохом обслуживании клиентов, недостатках логистики или товара. Так что лучше создавать потребителям условия для выражения претензий, а не пытаться снизить их количество. В книге собраны психологические портреты жалобщиков, описан подход к каждой категории, даны эффективные и подробные советы, как реагировать на претензии. Вместо дорогостоящих маркетинговых приемов - контрольных закупок, анкет и опросов - нужно всего лишь прислушаться к клиенту. Если компания способна подстроиться под пожелания, то человек, как правило, готов заплатить за ее товары больше.
Related to this topic
-
George Orwell’s 1984
- An Audible Original adaptation
- By: George Orwell, Joe White - adaptation
- Narrated by: Andrew Garfield, Cynthia Erivo, Andrew Scott, and others
- Length: 3 hrs and 27 mins
- Original Recording
-
Overall4.5 out of 5 stars 2,504
-
Performance5 out of 5 stars 2,409
-
Story4.5 out of 5 stars 2,408
It’s 1984, and life has changed beyond recognition. Airstrip One, formerly known as Great Britain, is a place where Big Brother is always watching, and nobody can hide. Except, perhaps, for Winston Smith. Whilst working at the Ministry of Truth, rewriting history, he secretly dreams of freedom. And in a world where love and sex are forbidden, where it’s hard to distinguish between friend and foe, he meets Julia and O’Brien and vows to rebel.
-
5 out of 5 stars
-
A Revelation!
- By wotsallthisthen on 04-07-24
By: George Orwell, and others
-
The Art of War
- By: Sun Tzu
- Narrated by: Aidan Gillen
- Length: 1 hr and 7 mins
- Unabridged
-
Overall4.5 out of 5 stars 40,419
-
Performance4.5 out of 5 stars 33,422
-
Story4.5 out of 5 stars 33,003
The 13 chapters of The Art of War, each devoted to one aspect of warfare, were compiled by the high-ranking Chinese military general, strategist, and philosopher Sun-Tzu. In spite of its battlefield specificity, The Art of War has found new life in the modern age, with leaders in fields as wide and far-reaching as world politics, human psychology, and corporate strategy finding valuable insight in its timeworn words.
-
5 out of 5 stars
-
The actual book The Art of War, not a commentary
- By Fred271 on 12-31-19
By: Sun Tzu
-
Dietrich
- By: Don Winslow
- Narrated by: Ed Harris
- Length: 1 hr and 11 mins
- Original Recording
-
Overall4.5 out of 5 stars 629
-
Performance4.5 out of 5 stars 582
-
Story4.5 out of 5 stars 582
It’s the summer of ’77 in New York City, and the only thing more unnerving than the scorching heatwave is the rampant murder, leaving washed-up homicide detective Richard Dietrich on edge. When Dietrich investigates a brutal mob hit the brass doesn’t want him to solve, he goes from phoning it in to getting in over his head. Caught up in a mysterious second homicide with an even more perplexing perpetrator, Dietrich starts to second guess his instincts—and his memory—as he searches for answers at the bottom of a bottle.
-
5 out of 5 stars
-
Haunting ending
- By Shirley Anderson on 04-21-24
By: Don Winslow
-
The Rip
- By: Holly Craig
- Narrated by: Carly Foxx, Shalom Brune-Franklin
- Length: 10 hrs and 18 mins
- Unabridged
-
Overall4 out of 5 stars 1,445
-
Performance4.5 out of 5 stars 1,422
-
Story4 out of 5 stars 1,422
Luxury villas on hot white sand, views for miles over turquoise water. Flawless hostess Penny gathers guests to an island for her husband’s birthday celebrations. But she soon regrets inviting self-obsessed Eloise. When a child vanishes on the night of the party, their perfect island weekend is ripped apart. Even paradise harbours murky secrets… Has he been taken? Has he drowned? In the panic to find any trace, Penny casts about for someone to blame—even if that person is her own daughter, Rosie. Even clear waters descend to pitch black.
-
5 out of 5 stars
-
Intriguing, Engaging, AND BEST NARATORS EVER
- By Hadassah on 03-12-24
By: Holly Craig
-
The Holy Bible: King James Version
- The Old and New Testaments
- By: King James Bible
- Narrated by: Scott Brick, Prentice Onayemi, Ellen Archer, and others
- Length: 82 hrs and 53 mins
- Unabridged
-
Overall4.5 out of 5 stars 999
-
Performance4.5 out of 5 stars 791
-
Story5 out of 5 stars 784
This newer edition of the King James Bible published in 1769 is usually preferred by most that read it over the older 1611 version. This 1769 edition is highly sought after due to being more reader/listener friendly than the 1611 since many typos were fixed.... We hope your new audio bible will go everywhere with you and be a blessing for years to come.
-
5 out of 5 stars
-
Very Good
- By José de Ribera on 12-17-20
By: King James Bible
-
He Who Fights with Monsters 2
- A LitRPG Adventure (He Who Fights with Monsters, Book 2)
- By: Shirtaloon, Travis Deverell
- Narrated by: Heath Miller
- Length: 22 hrs and 1 min
- Unabridged
-
Overall5 out of 5 stars 26,170
-
Performance5 out of 5 stars 22,972
-
Story5 out of 5 stars 22,917
But Jason Asano is settling into his new life. Now, a contest draws young elites to the city of Greenstone to compete for a grand prize. Jason must gather a band of companions if he is to stand a chance against the best the world has to offer. While the young adventurers are caught up in competition, the city leaders deal with revelations of betrayal as a vast and terrible enemy is revealed. Although Jason seems uninvolved, he has unknowingly crossed the enemy’s path before.
-
4 out of 5 stars
-
Contrary to common reviews
- By Karen on 05-21-21
By: Shirtaloon, and others
-
George Orwell’s 1984
- An Audible Original adaptation
- By: George Orwell, Joe White - adaptation
- Narrated by: Andrew Garfield, Cynthia Erivo, Andrew Scott, and others
- Length: 3 hrs and 27 mins
- Original Recording
-
Overall4.5 out of 5 stars 2,504
-
Performance5 out of 5 stars 2,409
-
Story4.5 out of 5 stars 2,408
It’s 1984, and life has changed beyond recognition. Airstrip One, formerly known as Great Britain, is a place where Big Brother is always watching, and nobody can hide. Except, perhaps, for Winston Smith. Whilst working at the Ministry of Truth, rewriting history, he secretly dreams of freedom. And in a world where love and sex are forbidden, where it’s hard to distinguish between friend and foe, he meets Julia and O’Brien and vows to rebel.
-
5 out of 5 stars
-
A Revelation!
- By wotsallthisthen on 04-07-24
By: George Orwell, and others
-
The Art of War
- By: Sun Tzu
- Narrated by: Aidan Gillen
- Length: 1 hr and 7 mins
- Unabridged
-
Overall4.5 out of 5 stars 40,419
-
Performance4.5 out of 5 stars 33,422
-
Story4.5 out of 5 stars 33,003
The 13 chapters of The Art of War, each devoted to one aspect of warfare, were compiled by the high-ranking Chinese military general, strategist, and philosopher Sun-Tzu. In spite of its battlefield specificity, The Art of War has found new life in the modern age, with leaders in fields as wide and far-reaching as world politics, human psychology, and corporate strategy finding valuable insight in its timeworn words.
-
5 out of 5 stars
-
The actual book The Art of War, not a commentary
- By Fred271 on 12-31-19
By: Sun Tzu
-
Dietrich
- By: Don Winslow
- Narrated by: Ed Harris
- Length: 1 hr and 11 mins
- Original Recording
-
Overall4.5 out of 5 stars 629
-
Performance4.5 out of 5 stars 582
-
Story4.5 out of 5 stars 582
It’s the summer of ’77 in New York City, and the only thing more unnerving than the scorching heatwave is the rampant murder, leaving washed-up homicide detective Richard Dietrich on edge. When Dietrich investigates a brutal mob hit the brass doesn’t want him to solve, he goes from phoning it in to getting in over his head. Caught up in a mysterious second homicide with an even more perplexing perpetrator, Dietrich starts to second guess his instincts—and his memory—as he searches for answers at the bottom of a bottle.
-
5 out of 5 stars
-
Haunting ending
- By Shirley Anderson on 04-21-24
By: Don Winslow
-
The Rip
- By: Holly Craig
- Narrated by: Carly Foxx, Shalom Brune-Franklin
- Length: 10 hrs and 18 mins
- Unabridged
-
Overall4 out of 5 stars 1,445
-
Performance4.5 out of 5 stars 1,422
-
Story4 out of 5 stars 1,422
Luxury villas on hot white sand, views for miles over turquoise water. Flawless hostess Penny gathers guests to an island for her husband’s birthday celebrations. But she soon regrets inviting self-obsessed Eloise. When a child vanishes on the night of the party, their perfect island weekend is ripped apart. Even paradise harbours murky secrets… Has he been taken? Has he drowned? In the panic to find any trace, Penny casts about for someone to blame—even if that person is her own daughter, Rosie. Even clear waters descend to pitch black.
-
5 out of 5 stars
-
Intriguing, Engaging, AND BEST NARATORS EVER
- By Hadassah on 03-12-24
By: Holly Craig
-
The Holy Bible: King James Version
- The Old and New Testaments
- By: King James Bible
- Narrated by: Scott Brick, Prentice Onayemi, Ellen Archer, and others
- Length: 82 hrs and 53 mins
- Unabridged
-
Overall4.5 out of 5 stars 999
-
Performance4.5 out of 5 stars 791
-
Story5 out of 5 stars 784
This newer edition of the King James Bible published in 1769 is usually preferred by most that read it over the older 1611 version. This 1769 edition is highly sought after due to being more reader/listener friendly than the 1611 since many typos were fixed.... We hope your new audio bible will go everywhere with you and be a blessing for years to come.
-
5 out of 5 stars
-
Very Good
- By José de Ribera on 12-17-20
By: King James Bible
-
He Who Fights with Monsters 2
- A LitRPG Adventure (He Who Fights with Monsters, Book 2)
- By: Shirtaloon, Travis Deverell
- Narrated by: Heath Miller
- Length: 22 hrs and 1 min
- Unabridged
-
Overall5 out of 5 stars 26,170
-
Performance5 out of 5 stars 22,972
-
Story5 out of 5 stars 22,917
But Jason Asano is settling into his new life. Now, a contest draws young elites to the city of Greenstone to compete for a grand prize. Jason must gather a band of companions if he is to stand a chance against the best the world has to offer. While the young adventurers are caught up in competition, the city leaders deal with revelations of betrayal as a vast and terrible enemy is revealed. Although Jason seems uninvolved, he has unknowingly crossed the enemy’s path before.
-
4 out of 5 stars
-
Contrary to common reviews
- By Karen on 05-21-21
By: Shirtaloon, and others
-
Point Nemo
- By: Jeremy Robinson
- Narrated by: R.C. Bray
- Length: 9 hrs and 31 mins
- Unabridged
-
Overall5 out of 5 stars 442
-
Performance5 out of 5 stars 430
-
Story5 out of 5 stars 430
In the heart of the South Pacific lies Point Nemo, the most desolate and remote place on Earth. At its core is a dead zone, devoid of life, where government agencies crash their obsolete satellites and space stations, confident they won't harm a soul. When the International Space Station suffers a catastrophic failure and plummets through the atmosphere, it's here that Mission Specialist Julie Rohr, an astrobiologist studying living space dust called xylem, finds herself marooned. Julie's only hope for rescue lies in the hands of her estranged father, Dr. Finn Maddern, a renowned mycologist.
-
5 out of 5 stars
-
Totally original-totally feasible!
- By Lawrence Tate on 04-10-24
By: Jeremy Robinson
-
You Shouldn’t Have Come Here
- By: Jeneva Rose
- Narrated by: Andrew Eiden, Andi Arndt
- Length: 8 hrs and 1 min
- Unabridged
-
Overall4 out of 5 stars 3,864
-
Performance4 out of 5 stars 3,735
-
Story4 out of 5 stars 3,734
Grace Evans, an overworked New Yorker looking for a total escape from her busy life, books an Airbnb on a ranch in the middle of Wyoming. When she arrives at the idyllic getaway, she’s pleased to find that the owner is a handsome man by the name of Calvin Wells—and he’s eager to introduce her to his easygoing way of life. But there are things Grace discovers that she’s not too pleased about: a lack of cell phone service. A missing woman. And a feeling that something isn’t right with the ranch.
-
1 out of 5 stars
-
Worst. Ever. NOT a true twist. Juvenile writing and story,
- By Whitney Lahann on 04-29-23
By: Jeneva Rose
-
The Narrator
- By: K. L. Slater
- Narrated by: Clare Corbett, Kristin Atherton
- Length: 8 hrs and 5 mins
- Original Recording
-
Overall4.5 out of 5 stars 3,136
-
Performance4.5 out of 5 stars 2,982
-
Story4.5 out of 5 stars 2,980
When the call came it seemed like the answer to my prayers. My career as a voice actor had been over for months and me and my little girl Scarlet were living back at my mum’s place. I felt like a failure professionally—and with Scarlet having problems at school, as a parent as well. So, when I was asked to narrate a new book by disappeared novelist Philippa Roberts I jumped at the chance, even if it meant leaving Scarlet with my ex, Hugo, for a few weeks. Hugo, with his perfect new home and his perfect new girlfriend Saskia. But this isn’t a dream come true. It’s a nightmare.
-
5 out of 5 stars
-
Love but it's a production issue!
- By Mary on 09-02-22
By: K. L. Slater
-
The Girlfriend
- By: K.L. Slater
- Narrated by: Clare Corbett
- Length: 8 hrs and 28 mins
- Unabridged
-
Overall4.5 out of 5 stars 3,649
-
Performance4.5 out of 5 stars 3,473
-
Story4.5 out of 5 stars 3,469
The doorbell rings, just days after my beloved husband’s sudden death. I don’t recognise the woman on our doorstep, with her blonde highlights, a diamond bracelet identical to my own and a bouncing baby boy in her arms. As I show her inside, I notice her eyes grow wide as she takes in our spacious hallway, and the big squashy sofas that we all used to pile on. She glances at the silver-framed family photos and my little daughter hiding behind my skirts. She looks at me, her blue eyes serious. ‘I’m sorry’ she says. ‘I am your husband’s girlfriend. And this is his son.'
-
3 out of 5 stars
-
Uh, what?
- By Karyn Cavanaugh on 02-22-23
By: K.L. Slater
-
The Shallows
- By: Holly Craig
- Narrated by: Tamala Shelton
- Length: 9 hrs and 43 mins
- Unabridged
-
Overall4.5 out of 5 stars 318
-
Performance4.5 out of 5 stars 309
-
Story4.5 out of 5 stars 309
Emma and Ariella, neighbours in one of Sydney’s most exclusive suburbs, appear to have it all—perfect homes, perfect husbands, perfect lives. But they both know dark secrets lurk beneath the surface and shallow waters can’t hide Ariella’s. Now she has been found murdered. Her daughter filmed the killing. Not knowing what she’s filmed, Emma’s daughter Kiki innocently uploads footage of Ariella’s brutal death. Emma fears the worst—the killer will know what she and Kiki have seen. Their safe suburban lives no longer exist.
-
5 out of 5 stars
-
Surprising and refreshing
- By digitalblonde2001 on 04-10-24
By: Holly Craig
-
The Jane Austen Collection
- An Audible Original Drama
- By: Jane Austen
- Narrated by: Claire Foy, Gugu Mbatha-Raw, Billie Piper, and others
- Length: 45 hrs
- Unabridged
-
Overall5 out of 5 stars 2,737
-
Performance5 out of 5 stars 2,430
-
Story5 out of 5 stars 2,403
Renowned as much for her wit and satirical social commentary as for her stories of love and romance, Jane Austen remains unfailingly relevant and one of Britain’s best loved authors. In this Audible Original collection, an all-star list of narrators (Billie Piper, Claire Foy, Emma Thompson, Florence Pugh and Gugu Mbatha-Raw) capture Austen’s pin-sharp humour and tone in these dramatisations of her six beloved novels accompanied by a full cast.
-
2 out of 5 stars
-
Not a faithful rendition
- By Anne McClain on 12-13-20
By: Jane Austen