Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 7-Day Trial for You or Your Team.

Learn More →

Gautam Mahajan, Bill Price, Moshe Davidow, Zero Complaints: The Path to Continuous Value Creation

Gautam Mahajan, Bill Price, Moshe Davidow, Zero Complaints: The Path to Continuous Value Creation Journal of Creating Value Book Review 2025, 11(1) 135 –136 © The Author(s) 2025 Article reuse guidelines: in.sagepub.com/journals- permissions-india journals.sagepub.com/home/jcv Gautam Mahajan, Bill Price, Moshe Davidow, Zero Complaints: The Path to Continuous Value Creation. Productivity Press, 2025, 216 pp., ISBN: 9781032880518 [Hardcover]. DOI: 10.1177/23949643251343677 The overarching word for this book is ‘practical’. All three of the authors have decades of applied experience and illustrate each point made with relevant, practi- cal stories and examples from a myriad of industries. I am a data guy and engineer, so examples are not compelling unless there is data showing the impact. This book bubbles over with data and compelling examples. The other benefit is that the book attacks the CX challenge from four primary directions: • Quality—This is the primary line of attack, and the book provides multiple useful frameworks to enhance quality, broadly defined. The cost justifica- tion calculations mirror and expand on our TARP approach in a lucid and compelling manner. • People—Among many strategies, Zero Complaints features customer cir- cles and the concept of a Chief Problem Officer—We have used this role under a different name as a lightning rod for employee and customer frustrations. This label is obvious http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Creating Value SAGE

Gautam Mahajan, Bill Price, Moshe Davidow, Zero Complaints: The Path to Continuous Value Creation

Goodman, John
Journal of Creating Value , Volume 11 (1): 2 – May 1, 2025
Download PDF
2 pages

Loading next page...
 
/lp/sage/gautam-mahajan-bill-price-moshe-davidow-zero-complaints-the-path-to-0Wizv0V1h0

References (0)

References for this paper are not available at this time. We will be adding them shortly, thank you for your patience.

Publisher
SAGE
Copyright
© The Author(s) 2025
ISSN
2394-9643
eISSN
2454-213X
DOI
10.1177/23949643251343677
Publisher site
See Article on Publisher Site

Abstract

Journal of Creating Value Book Review 2025, 11(1) 135 –136 © The Author(s) 2025 Article reuse guidelines: in.sagepub.com/journals- permissions-india journals.sagepub.com/home/jcv Gautam Mahajan, Bill Price, Moshe Davidow, Zero Complaints: The Path to Continuous Value Creation. Productivity Press, 2025, 216 pp., ISBN: 9781032880518 [Hardcover]. DOI: 10.1177/23949643251343677 The overarching word for this book is ‘practical’. All three of the authors have decades of applied experience and illustrate each point made with relevant, practi- cal stories and examples from a myriad of industries. I am a data guy and engineer, so examples are not compelling unless there is data showing the impact. This book bubbles over with data and compelling examples. The other benefit is that the book attacks the CX challenge from four primary directions: • Quality—This is the primary line of attack, and the book provides multiple useful frameworks to enhance quality, broadly defined. The cost justifica- tion calculations mirror and expand on our TARP approach in a lucid and compelling manner. • People—Among many strategies, Zero Complaints features customer cir- cles and the concept of a Chief Problem Officer—We have used this role under a different name as a lightning rod for employee and customer frustrations. This label is obvious

Journal

Journal of Creating Value – SAGE

Published: May 1, 2025

There are no references for this article.