Customer stakeholder No. 1

Two days ago, while on the web chatting with somebody via Skype, the following flew into my mailbox:

"Making the most of customer complaints

... in the new edition of Business Insight"

edited by MIT Sloan Management Review (if you don't know it yet - check it out!).

The authors of the study bring the CUSTOMER into the focus.

To quote just the first three lines (link provided further down):

"NOBODY'S PERFECT. That's a fact, not an excuse.

Which is why it is crucial for companies to realize that the way they handle customer complaints is every bit as important as trying to provide great service in the first place. Because things happen. ...."

Have you with your customer/client "hat on" been valued in the past? What was missing?

Cheers,

Ralf

PS.: The above mentioned article can be read at 

http://sloanreview.mit.edu/wsj/insight/brand/2008/09/22/