Complaining customers give businesses a key opportunity to uncover problems and venture into new markets, as complaints are one of the least expensive market research tools around.
Janelle Barlow, PhD
Janelle Barlow, PhD, has a PhD from the University of California-Berkeley, along with master’s degrees in international relations and in psychology. She is co-acuthor of A Complaint Is a Gift; Emotional Value; Branded Customer Service; the Stress Manager; Mind Flexors, I and II; and Smart Videoconferencing. She is also president and owner of TMI US, a partner of TMI International with offices in 35 countries worldwide; CEO of Branded Customer Service; and a licensed marriage and family therapist.