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Creating an effective customer satisfaction program

Creating an effective customer satisfaction program Proposes an effective customer satisfaction program. Demonstratesthat successful services companies have service packages, such asminimum service requirements and value added services that distinguishthem from competitors. Offers five steps to greater customersatisfaction that focuses on satisfaction audits, service strategydevelopment, employee relations, implementing tactics, and maintenanceand feedback. Concludes that marketers must ultimately have a goodunderstanding of the marketplace. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business and Industrial Marketing Emerald Publishing

Creating an effective customer satisfaction program

Journal of Business and Industrial Marketing , Volume 4 (2): 10 – Feb 1, 1989

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References (2)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0885-8624
DOI
10.1108/EUM0000000002729
Publisher site
See Article on Publisher Site

Abstract

Proposes an effective customer satisfaction program. Demonstratesthat successful services companies have service packages, such asminimum service requirements and value added services that distinguishthem from competitors. Offers five steps to greater customersatisfaction that focuses on satisfaction audits, service strategydevelopment, employee relations, implementing tactics, and maintenanceand feedback. Concludes that marketers must ultimately have a goodunderstanding of the marketplace.

Journal

Journal of Business and Industrial MarketingEmerald Publishing

Published: Feb 1, 1989

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