Fast-track route to understanding the relationship between organizations and the customer chain that contains both internal and external customers Covers key topics such as loyalty and customer retention. Also explores how to move beyond customer satisfaction to customer delight Case studies of Amazon.com, Kalmbach Publishing (US), Boeing (US), Saga (UK), Chowking Food Corporation (the Philippines) Includes a comprehensive resource guide, key concepts and thinkers, a 10-step action plan, and a section of FAQs

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Рейтинг книги: 4 из 5, 7 голос(-ов).