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Valor emocional: o cliente sempre tem razão?

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  • Shyrlei Guitério Calmon Du Pin

Abstract

No intuito de fidelizar os clientes, muitas empresas são tentadas a adotar cegamente o princípio de que eles sempre têm razão. Isso, contudo, pode ser uma armadilha. É possível ser mais crítico em relação às demandas, sem descuidar dos vínculos emocionais.

Suggested Citation

  • Shyrlei Guitério Calmon Du Pin, 2015. "Valor emocional: o cliente sempre tem razão?," GV-EXECUTIVO, FGV EAESP, vol. 14(1), pages 22-24, May.
    • Handle: RePEc:ekm:gvexec:v:14:y:2015:i:1:id:49185
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