Zero Complaints

Gautam Mahajan, President of Customer Value Foundation, is the global thought leader in Customer Value and Value Creation. He mentors the Value Creation Alliance, CreatingValue.co and is Editor of the Journal of Creating Value, jcv.sagepub.com. He is helping Value creation centers in Denmark, Portugal FAU and at U of Maryland, and a Value School at Kobe U and one at The Japan Advanced Institute of Science and Technology along with the Value Research Centre at Doshisha University in Japan. He is also an inventor with products being used around the world and holds has 18 US patents. Gautam ran businesses for a Fortune 50 company in the USA for 17 years and has developed leaders, CEOs and executives; consulted for Alcoa, DuPont, Continental Can, Reynolds, GE, GTE, ITC, Sealed Air, Azelis, Tatas, Birlas, Godrej, ITC, Toyo- Seikan, Viag, Solvay, Husky and Sidel. He is author of 8 books: Customer Value Investment, Value Dominant Logic, The Value Imperative, Total Customer Value Management, Customer Value Starvation, Creating Value for Leaders and How Creating Customer Value Can Make you a Great Executive.Among his honours is a Fellowship from Harvard Business School and Illinois Institute of Technology. He was honoured by the Illinois Institute of Technology with its Distinguished Alumni award in 2001. Bill Price forged his passion for delivering great customer experiences while serving as Amazon’s 1st Worldwide VP of Customer Service beginning in early 1999. Before that, he honed the processes with McKinsey & Company, a bleeding-edge IVR service bureau, and MCI Telecommunications where he created its Call Center Services division. Co-author of three books including The Frictionless Organization (2022), a frequent speaker to over 220 groups in 52 countries over the past 26 years and chair of the 30-company Global Operations Council whose active members include Costco, Hawaiian Airlines, MetLife Insurance, Motorola. Nike, Starbucks, and UnitedHealth Group. He is currently President of Driva Solutions serving more than 150 clients including American Express, Apple, Google, Hyatt, McDonalds, T-Mobile, and Vodafone, and co-founder of the 9-country LimeBridge Global Alliance. Dr. Moshe Davidow fell in love with complaint handling after reading a TARP report on the bottom-line benefits of consumer education. He set up Israel's first modern complaint department in 1980 and was able to show an ROI of 177%. Realizing how much about complaint handling was still unknown, he received his PhD. from Texas A&M University in 1998, with a dissertation entitled 'Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior". He has spent the last 25 years researching the field of complaint management as a strategic resource to the firm and calls it the customer-centric compass of an organization. He has been an adjunct lecturer at the Technion, Israel Institute of Technology for the past 20 years and has been associated with the Journal of Creating Value for the past 10 years.

Chapter 1: Introduction: Seeking the Zero. Chapter 2: Why do People Complain? Complaint Management is better than Complaint Handling. Chapter 3: Are Complaints being Rectified? Chapter 4: Zero Complaints? No Problem! Chapter 5: Costs and Returns of Zero Complaints. Chapter 6: Companies Should Ask: Is this Complaint Rectification Cost Avoidable? Chapter 7: Use Existing Techniques to Move Towards Zero Complaints. Chapter 8: Implementing Zero Complaints. Chapter 9: Technologies to get to Zero Complaints. Chapter 10: Getting to ZERO: Where to Go From Here. Chapter 11: The Way Forward: Rx for Zero Complaints. APPENDIX I: Costs and Returns. APPENDIX II: More on Customer Circles. Appendix III: Circle of Promises. Appendix IV: Value Creation.