Description

A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System

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£34.19

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RRP: £37.99 You save £3.80 (10%)
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Hardback by Matthew D. Johnson , Anders Gustafsson

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A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So... Read more

    Publisher: John Wiley & Sons Inc
    Publication Date: 17/10/2000
    ISBN13: 9780787953102, 978-0787953102
    ISBN10: 0787953105

    Number of Pages: 240

    Non Fiction , Business, Finance & Law

    Description

    A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

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