Turn customer complaints into innovation blueprints / Lohyd Terrier and Béatrice Schaad Noble.

Format:

Book

Author/Creator:

Terrier, Lohyd, author.

Noble, Béatrice Schaad, author.

Series:

MITSloan management review ; reprint 67325.

MITSloan management review ; reprint 67325

Language:

English

Subjects (All):

Consumer satisfaction.

Consumer complaints.

Customer relations--Management.

Customer relations.

Physical Description:

1 online resource (5 pages)

Edition:

[First edition].

Place of Publication:

[Place of publication not identified] : MIT Sloan Management Review, 2026.

Summary:

At Lausanne University Hospital in Switzerland, leaders formalized a process to analyze grievances and implement fundamental changes to address them. They did it by partnering with a hospitality school to train health care professionals in customer care. Projects based on testimonials from patients, their relatives, and members of the health care staff have resulted in reduced wait times for elderly patients and improvements in information sharing.

Notes:

OCLC-licensed vendor bibliographic record.

OCLC:

1572716107

Publisher Number:

53863MIT67325