Zero Complaints: The Path to Continuous Value Creation is the ONLY book that lays out the importance for organizations to ensure their customers do not have a need to complain and share their frustrations with other customers.
The book shows why customers complain and how these complaints create huge problems for organizations, including limiting their growth, increasing unnecessary costs, contributing to customer churn, and upsetting employees. The book also calculates the enormous costs of complaints that can be saved in a Zero Complaints world. The book then goes on to describe processes and technologies that can identify and address the underlying reasons for those complaints, as well as the organizational changes required and mandated to provide continuous improvements.
In addition to providing a series of how-to recommendations, the book also includes a wide range of examples from many companies and organizations around the world that have successfully embarked on the path to achieving Zero Complaints, using the Zero Defects learnings and going towards Zero Problems. This book will change management thinking.
Wiley-VCH Verlag GmbH
