Editorial: Angry customers = a drop in profits

Every now and then a customer loses their cool. The frustration with a bad product or service gets too much. The question for people who run businesses is how to win that person's custom back. Yet, it seems that most businesses do not respond adequately. They might give the unhappy customer a refund or a replacement product, but will that customer return? This question is fundamental to business success. The knock-on effect hits profits hard. To help your organisation grapple with this problem, Horacio Falcao provides a guide to winning back the angry customer.

by Morice Mendoza, World Business editor

We also publish the results of our World Business survey on the pressures of leadership. Six hundred global managers said that two of their greatest worries were confronting the battleground of office politics and developing the mental agility to adapt to the very different tasks that face them every step they make on their upward journey.

News about emerging markets in the Bric countries has drowned out the importance of other regions. Our special report covers the six Middle Eastern states - Bahrain, Qatar, Kuwait, Saudi Arabia, Oman and the UAE - that comprise the Gulf Co-Operation Council. The GCC, benefiting from the recent hike in the oil price, is pouring billions of petrodollars into its long-term development plan to create new industries and services that will reduce its dependence on oil revenues. The region's economy has grown by 74% over the past three years.

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