Why is a complaining customer valuable to a customer-strategy enterprise? . Why

Why is a complaining customer valuable to a customer-strategy enterprise? . Why are less customers complaining, despite the fact that it is easier to complain than ever? How might a company encourage complaints?
Cite and Reference your work in APA format.
Ch. 11 & 12 cite Textbook Link https://download.e-bookshelf.de/download/0000/5843/16/L-G-0000584316-0002384318.pdf

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