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Improving Customer Satisfaction, Loyalty, and Profit

An Integrated Measurement and Management System. J-B-UMBS Series 10

Format: Paperback
Publisher: John Wiley & Sons Inc, New York, United States
Imprint: Jossey-Bass Inc.,U.S.
Published: 22nd Nov 2004
ISBN-10: 0787964697
ISBN-13: 9780787964696
Barcode No: 9780787964696
This 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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