Are you being served?

Voss, Chris
July 2004
Brand Strategy;Jul/Aug2004, Issue 184, p30
Trade Publication
Analyzes whether the stiff upper lip, a metaphor for the British character, is bad for business in Great Britain, through a comparison with the United States. Difference between customers moaning and customers giving feedback to bad or good service; Importance of customer feedback to organizations; Myths regarding feedback; Things companies should do to encourage systematic solicitation of customer feedback and complaints.


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