van Laer, T. and de Ruyter, K. (2012). In de schoenen van de klant: over de maakbaarheid van verantwoordelijke medewerkers. In: Bronner, AE, Dekker, P, de Leeuw, E, Paas, LJ, de Ruyter, K, Smidts, A and Wieringa, JE (Eds.), Ontwikkelingen in het marktonderzoek: 37e Jaarboek MarktOnderzoekAssociatie. (pp. 9-26). SpaarenHout Haarlem. ISBN 97890 8683-0398
Abstract
The number of blog posts about the lack of trust in companies has dramatically increased since the beginning of the economic crisis in 2007 . In response to this, companies are experimenting with direct contact with blogging customers. Hereby it is important that employees
Not simply forward complaints to a public relations or webcare department, but that they themselves suggest that they are in the shoes of the customer before they respond.
| Publication Type: | Book Section |
|---|---|
| Additional Information: | Copyright © 2012 De auteurs |
| Publisher Keywords: | blogging customers, customer relation management, marketing |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Departments: | Cass Business School > Management |
| URI: | http://openaccess.city.ac.uk/id/eprint/16980 |
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