TITLE

On Their Behalf

AUTHOR(S)
Crosby, Lawrence A.; Marks, Wayne; Johnson, Sheree L.
PUB. DATE
March 2007
SOURCE
Marketing Management;Mar/Apr2007, Vol. 16 Issue 2, p12
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
The article focuses on the importance of innovation in delivering a customer service experience that builds loyalty. DIY chain Home Depot invested in more employees, revitalized store environments, and created an employee reward program to improve their customers' experience. Computer company Dell is investing in an improvement strategy that includes product, service, and support initiatives to enhance the customer experience. General Electric has initiated its CENCOR (calibrate, explore, create, organize, realize) initiative. Companies must constantly work to ensure customer loyalty. The sigmoid curve models states that company growth follows a curve, with a slow start-up and then acceleration once its successful practices are in place. Companies must revitalize as growth begins to slide.
ACCESSION #
24990692

 

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