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

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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System - Johnson, Matthew D, and Gustafsson, Anders
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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 ...

Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System 2000, Jossey-Bass, San Francisco, CA

ISBN-13: 9780787953102

Hardcover

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