Expressions of praise, suggestions, and complaints on the internet are becoming increasingly taken for granted – for customers, but not for companies. Around two-thirds of all customer opinions remain unanswered – missed opportunities for customer loyalty and satisfaction! Gaby Wiegran and Gregor Harter, recognized experts in customer management, provide concrete suggestions in this book on how companies can create cost-effective and efficient communication channels with customers, systematically collect, prioritize, and professionally respond to customer feedback on the internet, and evaluate the information received from customers for reactive market research, quality assurance, and benchmarking. "Customer Feedback on the Internet" demonstrates how a feedback management system tailored to specific needs can reduce customer churn and increase customer satisfaction.