Customer Rage by Marc Grainer and David Beinhacker

• Standard

Are companies any better at handling customer complaints than they were 35 years ago? A 2011 study indicates that no, they are definitely not.

Marc Grainer and David Beinhacker reflect on why companies are worse at complaint handling today than they were 35 years ago.

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Scott Broetzmann

President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.