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Practical Ways to Keep Your Customers
DaytoDay Service Management
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airline American Baldrige bank barriers better billing BP&S chairman Chief Service Officer churn rate commitment compa company's competition competitors complaint handling continuous corporate cost customer complaints customer feedback customer retention customer satisfaction customer service customer's department store develop Disneyland Donald Petersen evaluate example executives expectations Federal Express Ford Ford Motor Company frontline employees Galvin important industry James Houghton keeping customers L. L. Bean manufacturing measure ment merchandise Milliken monitor Motorola Nordstrom ongoing operations pany percent personnel Philip Caldwell policies poor service problem procedures product or service product quality Quality Award quality improvement requires responsibility retailing Robert Galvin Roger Milliken Salespeople says selling senior management service delivery service levels service quality standards Stanley Marcus strategy suppliers survey teams things tion tomer vice what's workers Xerox