This book provides a comprehensive guide to satisfying customers by taking a practical step-by-step approach and exploring different kinds of service provision. Each chapter is supported by specific case studies and examples of best practice in Europe.
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Editorial Reviews
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Donovan and Samler have not only thought about their subject a great deal, they have also practical experience of implementation - and how it shows. - Modern Management
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Inside This Book
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First Sentence:
Business leaders today are faced with the relentless pressures of increasing competition, technology, new product innovation and financial performance. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
diagnostic health check, segmentation matrices, customer satisfaction programme, please indicate frequency, ten step approach, segmentation matrix, uncommitted majority, customer feedback systems, customer groupings, customer satisfaction performance, service plane, existing business practices, service vision, delighting customers, survey programme, service proposition, opinion shapers, rate the statements, success criteria, making change happen, delighted customers, customer satisfaction levels Key Phrases - Capitalized Phrases (CAPs): (learn more)
Business Associate, Northern Telecom, British Airways, Oracle Corporation, Forum Corporation, The Prudential, Direct End User, Distributor End User Opinion Shaper, Quality of Application New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Business leaders today are faced with the relentless pressures of increasing competition, technology, new product innovation and financial performance. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
diagnostic health check, segmentation matrices, customer satisfaction programme, please indicate frequency, ten step approach, segmentation matrix, uncommitted majority, customer feedback systems, customer groupings, customer satisfaction performance, service plane, existing business practices, service vision, delighting customers, survey programme, service proposition, opinion shapers, rate the statements, success criteria, making change happen, delighted customers, customer satisfaction levels Key Phrases - Capitalized Phrases (CAPs): (learn more)
Business Associate, Northern Telecom, British Airways, Oracle Corporation, Forum Corporation, The Prudential, Direct End User, Distributor End User Opinion Shaper, Quality of Application New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 18
books:
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- Marketing Research (Occupational manuals and projects in marketing) by Edward E. Harris on page 156, and page 158
- Service Management and Marketing: Managing the Moments of Truth in Service Competition by Christian Gronroos in Back Matter
- The golden rules of customer care: how to turn that one-time buyer into a super-loyal lifelong customer by Carl & BROWN, Paul B. SEWELL in Back Matter
- Psychology of Customer Care by Lynch in Back Matter
- Services Marketing by Valarie Zeithaml in Back Matter
See all 18 books this book cites
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