The Leadership Experience

Brown, Stephen W.
May 2003
Marketing Management;May/Jun2003, Vol. 12 Issue 3, p12
Presents suggestions for businesspeople on customer relations management. Importance of thinking in terms of the entire customer experience; Value of a visible leader; View that leaders help define the organizational culture by what they do or don't do; Recognition of the importance of repeat customers for the success of an organization; Emphasis of benchmark service organizations on the cost of failure.


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