What a customer is complaining about is what needs to be improved. Only when these complaints are

properly handled is the business benefited.

 

It is comfort rather than product that the customer is interested in.

 

When making a buying decision, the customer is focusing on convenience and comfort coming with the

product. When his/her expectation can’t be satisfied, complaints are unavoidable. A complaint lodged by

customer is the most precious gift.

 

Only when these complaints are properly handled is the business benefited. In a limited sense, the assets of

a business are composed of its buildings, equipment and funds. However, in a broad sense, the permanent

property of a business is customer loyalty. The more loyal customers you have, the greater the assets.

Otherwise, assets will turn into liabilities and the business will go insolvent.

 

In this information era, customers are likely to shift. Customer retention is about how to understand and

satisfy personalized needs. For this purpose a work environment facilitating innovations should be maintained

corporate-wide. Employee loyalty will in turn bring about customer loyalty required for sustainable growth and

contribution to the community.