The Customer Service Revolution - A decade or so ago, corporations turned inside out to put the customer at the center of their universe. The strategy held the promise of personal and attentive service for the consumer and record levels of customer loyalty for the organization. What went wrong?
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Training : the magazine of manpower and management development. - New York, NY : Gellert Publ. Corp., ISSN 0095-5892, ZDB-ID 6125074. - Vol. 39.2002, 7, p. 44-49
The Best Customer to Have is the One You've Already Got - Killing yourself trying to bring in those new customers? Maybe the problem is you're not concentrating on the ones you can already count on. Ron Zemke provides eight ways to bring in new customers by keeping the old
Zemke, Ron, (2000)
Albrecht, Karl, (1985)
Zemke, Ron, (1982)
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