Loyal customers don't break your windows: How not to make an enemy of the consumer

Abstract

Purpose

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

Organizations often pride themselves on a willingness to learn from their mistakes. A bad service encounter, with the resulting negative feedback, can be turned into a positive – something to be learned from. However, while it might be relatively easy to apologize to and/or compensate someone who has written an angry letter of complaint, there's little that can be done about the aggrieved customer who just decides to walk away.

Practical implications

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Social implications

This briefing provides insights on the cultural environment and changes that need to occur to implement innovation planning methods within large enterprises.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

Citation

(2010), "Loyal customers don't break your windows: How not to make an enemy of the consumer", Strategic Direction, Vol. 26 No. 2, pp. 13-16. https://doi.org/10.1108/02580541011016457