 |
Author:
Michael D. Johnson & Anders Gustafsson
|
Most companies understand that customer satisfaction and loyalty
are essential to their success. But few companies know how to link
their customers' needs with their organisation's processes to create
the best customer experience possible. Instead, they erect walls
between their customer service department and their other organisational
functions. Improving Customer Satisfaction, Loyalty, and Profit
shows managers how to break down these walls, find out what their
customers want, and use that information to produce the kinds of
products and services that will keep them coming back.
|
