{"title":"Guidelines for direct marketers to aggregate and analyze third-party complaints","authors":"John A. Schibrowsky , Richard S. Lapidus","doi":"10.1002/dir.4000080407","DOIUrl":null,"url":null,"abstract":"<div><p>Most direct marketers have invested in complaint programs designed to handle individual complaints. However, an increasing number of direct marketing customers are filing third-party complaints. This article is designed to help in reversing that trend by forwarding a proactive approach to managing complaints. It presents a method to aggregate, analyze, and manage third-party complaints. This is a necessary part of a total complaint management program.</p></div>","PeriodicalId":100774,"journal":{"name":"Journal of Direct Marketing","volume":"8 4","pages":"Pages 40-50"},"PeriodicalIF":0.0000,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1002/dir.4000080407","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Direct Marketing","FirstCategoryId":"1085","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0892059194703967","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 1
Abstract
Most direct marketers have invested in complaint programs designed to handle individual complaints. However, an increasing number of direct marketing customers are filing third-party complaints. This article is designed to help in reversing that trend by forwarding a proactive approach to managing complaints. It presents a method to aggregate, analyze, and manage third-party complaints. This is a necessary part of a total complaint management program.
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