Listening to customers.
1996
658 F818
Available at ITU
Items
Details
Call Number
658 F818
Title
Listening to customers.
Language
English
Imprint
Boston : Harvard Business School Publishing, c1996.
Description
81 p.; 26 cm.
Summary
[From the Publisher's Catalog] This collection explores the importance of making customer focus a strategic priority--tracking steps in the order management cycle, understanding how to turn defecting customers into apostles, and asking thefive "why" questions to learn how to keep customers.
Note
Harvard Business Review. Reprint Collection.
Formatted Contents Note
This collection includes:
Spend a day in the life of your customers
Staple yourself to an order
Competing on customer service: an interview with British Airways' Sir Colin Marshall
Why satisfied customers defect
Real-Time marketing
Learning from customer defections.
Spend a day in the life of your customers
Staple yourself to an order
Competing on customer service: an interview with British Airways' Sir Colin Marshall
Why satisfied customers defect
Real-Time marketing
Learning from customer defections.
Location
Library Reading Room 658 F818
Record Appears in
General Collection