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Customer Rage by Marc Grainer and David Beinhacker

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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.

Download a PDF of the Customer Rage article.

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About 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.