]> http://www.daemonquest.com/en/taxonomy/term/311/0 Calificada por la prestigiosa publicación Business 2.0 como &ldquo;uno de los 19 gurús más importantes del siglo XX&rdquo;, Martha Rogers es, junto a su socio Don Peppers, una de las grandes autoridades mundiales en el universo del cliente. Es autora y co-autora de libros como The One-to-One Future, Enterprise One-to-One o su más reciente y revolucionario Return On Customer (ROC), que han vendido más de un millón de copias en 14 idiomas. Martha Rogers es, además, profesora de la prestigiosa Fuqua School of Business, de la Duke University. en http://www.daemonquest.com/en/research_and_insight/2006/10/20/mistakes_made_good <p>A failure in service is more visible to the customer than dozens of successes. Delays, defective products, or lost luggage are a black spot that quickly expands into quality control efforts. Many of these mistakes are avoidable. Customer recovery systems at that moment become a fundamental factor in re-building the company&rsquo;s image. <br />Only one of five customers offers the company the possibility of recovering them, because only one files a complaint: the rest will simply not come back. This statistic added to the fact that, according to experts in several industries, it costs five times as much to obtain a new customer than to retain the old one, led many companies to include strategies to retain its customers. </p> Customer Intelligence Customer Strategy Los mejores artículos de Marketing y Ventas - Expansión Loyalty Martha Rogers Sales Force Effectiveness Fri, 20 Oct 2006 14:31:11 +0200