TITLE

The Leadership Experience

AUTHOR(S)
Brown, Stephen W.
PUB. DATE
May 2003
SOURCE
Marketing Management;May/Jun2003, Vol. 12 Issue 3, p12
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
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.
ACCESSION #
10600449

 

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