Customer complaints have zero ROI

Is the customer always right? Customer complaints are rarely useful. With a few rare exceptions, of course. If it is something that leads you to discover something –  employee fraud or whatever – then it is obviously useful. In high-value, low volume products – such as an airline providing feedback to Boeing – there may also be some value. But in the everyday, typical retail environment, I would go so far as to say that dealing with customer complaints produces negat

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