Improving Customer Satisfaction, Loyalty, and Profit

副标题: An Integrated Measurement And Management Syste

ISBN: 9780787953102

出版社: John Wiley & Sons Inc

出版年: 2000-8

页数: 240

定价: 289.00元

装帧: HRD

内容简介

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.