posted on July 2, 2001 02:44:32 PM new
Called 'Customers in Control', and talks about how (some) companies are stepping up their efforts to resolve customer complaints. It seems these forward-thinking firms realize that it costs 4 times more to replace customers then to keep them, and that the internet has made it very easy for a dissatsfied customer to publice their poor experience to the world.
Too bad PayPal still operates under the Henry Ford motto: "You can have any color you want as long as it is black."
The article can be found here:
http://www.freep.com/money/business/fight2_20010702.htm
[ edited by purplehaze1967 on Jul 2, 2001 03:01 PM ]
