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Understanding customer behavior with Don Peppers

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Creating Customer Value, Understanding customer behavior with Don Peppers, April 2008

Many experts say that analyzing customer complaints is one of the most important things a business can do to remain successful. Customer complaints can provide valuable information on customer needs and the level of service your organization is providing, so they shouldn't be ignored or covered up. In the April installment of Creating Customer Value, a podcast series with Peppers and Rogers, Don Peppers takes questions from readers on handling customer complaints and analyzing customer needs. Peppers urges readers to adopt complaint "discovery" policies and explains how to track a customer's past buying behavior based on the purchase patterns of similar consumers.

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      Understanding customer behavior with Don Peppers 

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    Don Peppers


    Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on customer-focused relationship management strategies for business, Don Peppers is an acclaimed author, influencial speaker and a founding partner of the customer-centered management consulting firm, Peppers & Rogers Group.


    Highlights:
    Fast forward to questions that interest you most.

  • 00:35 What is the best way for a call center agent to handle a customer who is frustrated – someone who is being difficult and using foul language? I'd like to advise my agents on how to handle these calls without getting frustrated themselves. Ideally they'd be able to save the call and still create value for the company.


  • 02:20 How important is it for an organization to have a formal complaint-handling policy? How can it be used to analyze customer needs and create customer value?


  • 03:56 What is the most accurate way for an organization to analyze and define customer needs? What key factors need to be taken into account?


  • 06:17 For new customers, is there any legitimate way to track their past consumer behavior, to get an idea of their growth potential?

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