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

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 s (more…)

Tags: Customer, Hardcover, Improving, Integrated, Loyalty, Management, Measurement, Profit, Satisfaction, System