Zero Complaints

Mahajan, Davidow, and Price have provided clear arguments why and how organizations need to achieve zero complaints and zero problems to earn their customers’ trust and loyalty, and create more value. You will move from zero defects to zero complaints after this compelling read. A must book for business leaders!

Hermann Simon, Founder and Honorary Chairman of Simon-Kucher

The concept of Zero Complaints is not a goal. It’s a strategy that impacts your bottom line. The authors reveal the huge costs and benefits of proactively solving customer problems to avoid handling them in the first place. This book is filled with solid ideas, strategies, and tactics that all leaders need to consider. This is what gets customers to say, “I’ll Be Back.”

Shep Hyken, New York Times bestselling author of The Amazement Revolution

Gautam Mahajan, Bill Price and Moshe Davidow make the case that we should move beyond the producer mindset of zero defects, to the customer centric one of zero complaints. They explain the manifold ways in which this pays off and also describe the journey to becoming a truly customer centric company, a timeless theme which should be of interest to all business managers and leaders.

Martin Reeves, Chair of BCG Henderson Institute

Indian companies were accustomed to a fairly protected market where customers had little choice and no incentive to complain and get a resolution.Things are changing fast and we are now moving to a much freer market where the customer has several choices. In this context it is imperative for companies/organisations to move to a zero complaints situation. The book gives in much detail how this can be done. It may seem difficult at first glance, but the authors have provided enough examples of the way to achieve zero complaints.

Arvind Pande

Former Chairman of SAIL, Steel Authority of India Ltd.

Bill Price has teamed up with industry veterans Gautam Mahajan and Moshe Davidow to produce another timely guide to improve customer experience. In Zero Complaints, the authors clearly state why customers complain, challenge if complaints are being rectified or glossed over, and then recommend specific processes and organizational approaches to strive for zero complaints. Their solid ROI arguments will enable CEOs and other executives to change their companies’ mindsets and put into place lasting new strategies. You will nod in agreement, cringe at their bad examples, and be able to apply new techniques right away!

Scott Wesson

Senior Vice President, Chief Digital Officer, UDR